Our Thoughts

What my 14-year old daughter taught me about courageous leadership

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  Her story. This last weekend was very busy for my family. It was super exciting to watch my daughter perform in her very first play as a freshman in high school and my son compete in his first competitive … Read More

Employee empowerment: A key ingredient for loyalty. [Video included]

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  An Empowerment story. Over the last couple of weeks, I had a lot of plumbing problems in my home. I noticed that I had a tiny hole in one of my pipes in my basement. It was leaking water … Read More

Status reports 2.0: You’re either checking in with your team or they’re checked-out

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    Regular communication with employees is one of the most important factors when it comes to developing a healthy workplace culture that breeds success. You may have systems in place for performance feedback and regular status reports, but there … Read More

Take this job and shove it!

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  Have you ever heard the song by Johnny Paycheck, entitled, “Take this job and shove it?” (Listen below) That song resonates with employees more than you might think. Believe it or not, if you are a manager of teams, … Read More

Culture change: It starts with one!

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    The term culture is often used to describe a set of beliefs, actions, and norms. Creating a positive culture eludes many organizations looking to differentiate and retain top talent.  Organizational leaders know they were successful when it just … Read More

Voice of the Employee: What to Do Next?

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  Its Importance Every single one of us longs to be heard. It is innate. Think about a baby who wants to get the attention of the adults in her life. What does she do? Makes a lot of adorable … Read More

Four Reasons You Should Make Time for Your Employees [Guest Post by Liz Stincelli]

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[su_frame]I am very pleased to feature Liz Stincelli as a guest blogger for the first time on the Customer Fanatix blog. She is expert in leadership development and we have and will be partnering on leadership and employee engagement initiatives. I hope you … Read More

What is Your Employee Listening Strategy?

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      Believe it or not, your organization needs an employee listening strategy. What do I mean by this? Many organizations administer an annual employee engagement survey and then stop there. By doing just that, they miss the opportunity … Read More

Closing the Gaps: Leadership & the Front line

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  This is an interesting quote when we begin to think about the results we expect employees to deliver for organizations. The other day I facilitated a workshop with a moderately-sized group of frontline employees. One of the key topics was around … Read More

#1 Reason to Craft a Compelling Customer Experience Vision, Now!

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      I have seen it time and again where senior leaders decide that they can move forward with executing on a tactical plan, because they want to feel successful. Worse yet, they oftentimes underestimate the importance of crafting … Read More

3 Ways Executive Leaders Fail to Inspire Greatness.

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  I have seen my fair share of uninspiring leadership. Many executive leaders want to be known for “bringing out the best” in their leadership teams, but lack three basic ingredients to be able to inspire greatness in their leaders … Read More

Bridgestone Puts “The Boss” at the Center of Its Business

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You might think it fairly odd that an organization as large as Bridgestone Retail Operations (BSRO) would put “Bosses” at the center of their business, but it makes sense. The entire Bridgestone organization refers to its customers as “The Boss.” … Read More

What My 13-Year Old Taught Me About Being Trustworthy

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  Do you know who you can trust? Can you be trusted? Merriam-Webster’s online defines Trustworthy as:   Just recently, trustworthiness became a big issue with my daughter. If you have read my previous posts on the lessons I learn … Read More

6 Ways Leaders Can Act More Human

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  Working with organizational leaders, front line managers and employees, I often see a huge disconnect between what employees expect from their leaders and what leaders do. A significant part of this disconnect is the fact that many leaders need … Read More

4 Ways to Truly Listen to Your Customers

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  Have you ever been a customer who felt like no one cared to listen to you? Whether we are talking about internal or external customers, there are some very clear ways you can show them that you are listening … Read More

5-Step Process Saves Most Any Customer Relationship

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I often tell people that customer experience, customer service and customer relationship management are really mostly about having the right processes in place to support the customer’s journey. Below is a 5-step process I have used hundreds of times over … Read More

Want to Be Nordstrom-like? Are You Up To It?

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I recently spoke with a prospective client who told me that his organization was aiming to be the “Nordstrom” of their industry. In my position, I hear this a lot. To be clear, getting to be the Nordstrom of any … Read More

3 Undervalued Practices of Successful Managers

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  I have had the privilege to work with and interview some very committed managers. They were also leaders. There are really three common practices successful managers commit to doing consistently: 1. Successful managers recognize efforts I often hear that many … Read More

Use of Social Media for Customer Service: One More Way to Make or Break Your Brand!

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    {This article originally appeared as a guest post on Bill Quiseng’s customer service blog}   I recently read that live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email … Read More

5 Simple Things Customers Want To Know About You.

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 1. You Value Your Customers. The quote above by Jim Rohn really does sum up, fundamentally, what customers want and need from the brands with which they choose to do business. How well do you take care of your customers? Do you truly … Read More

A Final Peek: My Interview with a Zappos Leader.

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In the first of these articles, Rich Hazeltine of Zappos and I discussed the role that training and development plays in creating engaged employees, the challenges in moving away from a traditional model of management to a more self-organized one and … Read More

A Deeper Look: An Interview with a Zappos Leader

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This article is the second in a 3-part series based upon my interview with Zappos’ training and development leader, Richard Hazeltine. You can check out the first article here for my discussion with Richard about the role of training and … Read More