Be There for Your Customers Podcast

Kathryn Kemp Guylay interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes.

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Improvements Must Be Ongoing

Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently focusing on the things that matter most. In that spirit, the following points of advice were inspired by the well-known work of …

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Establishing a Key Performance Indicator

Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so with some cautions in mind. A recent Lynda.com course that I recorded addresses this topic and others associated with Customer Service Leadership. You might enjoy learning more about the best measure of overall customer satisfaction …

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Top Leadership Competencies

Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders asking them to identify the top 15 leadership competencies. Top Competencies Include: 67%: Has high ethical and moral standards 59%: Provides goals and objectives with loose guidelines/direction 56%: Clearly communicates expectations (Read the article for …

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