Im not talking about breaking any moral codes or doing anything unethical. Im talking about not following a policy (I think policies create more bad experiences than anything), a procedure,...

I am driving through Los Angeles on the way to a meeting with a client and just passed one of my old raving fan customers from my Blanchard days. In one of our meetings with the executive...

Let me ask you a question: If you have a new team member who just joined the organization and performed a key process effectively, would you recognize them to reinforce their progress? Let...

Today, employee engagement and the customer experiences are being affected (both positively and negatively) by the free flow of information and apps. While theres been plenty of talk about...

I have been writing recently about how I think leaders need to treat their employees as customers and that all employees need to enhance their internal customer relationships. As a leader,...

Sustained employee engagement results from maintaining positive experiences in the workplace.

You should take every opportunity you can to review customer success stories in staff meetings and team meetings. Challenge your leaders to support an environment where you learn from your...

The first key element of employee engagement is senior managements interest in employee well being. The second key element of employee engagement is creating a culture of learning and...

Let me ask you a question if you have a new team member who just joined the organization and performed a key process effectively, would you recognize them to reinforce their progress? Let...

How much money do you think the players, coaches and staff of the recently defeated NFL teams who lost in the wild card round would give to win the Super Bowl this year? How much of their...