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 …
At this time of year, a season of frenzy, extending a wish for peace is high on the list of wishes being exchanged between family members, friends, neighbours and professional colleagues. Even complete strangers join in the tradition. These peace offerings have become so normalized, that they roll off of our tongues without us having …
The Christmas season brings out the good, the bad and the ugly in the way customers are treated wherever they conduct business. It’s a season of frenzy, with frustrations running high when customers experience parking challenges, face long checkout lines, encounter price irregularities and interact with salespersons who are overworked. Woe be onto those customers …
We are living in a society that is entangled in outrage. It’s seen in every area where individuals interact, whether it be in personal, social, workplace or business settings. It is an age of outrage, where emotions are easily triggered and the results that emerge, can range from mildly contentious exchanges, to tragic outcomes. In …
It’s an age-old question. Are humans an innately compassionate and altruistic species, or are they innately self-serving and narcissistic? Which version do you believe to be true? It’s also a circular question, where conversationalists may never emerge with a consensual position on the matter. A workplace culture, on the other hand, is a primary crucible …
Typically, a business looks to its leaders to lead the way to high performance and profitability. But, from time to time, the persons designated to lead, pose the greatest danger to the way forward, simply because their style of influencing the people and the business operations, is destructive. This type of leader can create so …
I believe that humility is not an attribute that we can bolt on, it has to be built in. I can repeat the mantra, “I am humble,” fifty times a day, but if I do not demonstrate humility in the way that I think, act and behave, I am merely playing to the audience. It …