It has been interesting to watch the evolution of the intersection between our Carnival event culture and our customer experience culture. It’s amazing what competition does to product branding in a crowded marketplace. Superlative brand differentiation becomes the basis for customer support and is the reason why the promoters who get it right can win …
When businesses undertake change efforts, some fail and others succeed. There is no magic to the ones that succeed. A major driver of their success is the level of quantum effort that is committed to preparing the business and its employees for change. The reason for the change may be compelling, the landing point of …
Every business should think of itself as a nursery. A nursery is a habitat that supports the healthy development of its inhabitants or colony. In its widest application, a nursery can fill the role of supporting the development of ideas and noble intentions of a corporate population as well. As a crucible, the corporate nursery …
Saying “yes” to accepting a leadership role is sometimes easy, but navigating its associated journey can be downright perilous at times. Who knows what’s hidden within the layers of the inherited ecosystem. While it’s not wise, necessary, or even useful, to try to inoculate oneself from the nasties that accompany the position, it does help …
It’s February, 2025, how are your business and customer experience strategies going? By now, I imagine that you’ve completed your staff blast off, shared your business vision for 2025 and the targets to be accomplished for at least quarters one and two. Additionally, you’ve taken the time to drive the big picture details into bite-sized …
This week’s article is going to be a throwback to some old school reflections on the value of respect in the workplace. How is it that the word “respect” can show up prominently on lobby walls as part of a list of corporate values and show up just as prominently, as the source of grievances, …
We continue to fail at the human touchpoints along the customer’s journey. Everywhere we turn, we encounter service failures when it comes to the behaviours and practices that govern interactions with the customer. While we have witnessed a wave of enthusiasm in the rush to enhance the user experience with technology fixes like online payment …
First of all, let me establish that a business cannot build a great reputation for stellar customer experience, by magic. It takes will and skill, applied in a systematic way, over time and not overnight. At this point in 2025, businesses that are serious about anchoring their places in the hearts and minds of their …
In many businesses, culture is not managed skilfully. In fact, more often than not, it is left to shape itself, becoming over time, a product of the most dominant values, behaviours and practices that commandeer a business. If these prominent influencers happen to be more destructive than productive, the business climate is likely to emerge …
So, it’s the start of a new year. That time of year when we surrender with unbridled enthusiasm, to the familiar exercise of setting lofty new year’s goals like eating less and earning more, reassessing relationships and onboarding better self-care practices. The problem is that this well-meaning activity can cause some individuals to get stuck …