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The Key to Success with Employee Empowerment: Work Backwards from the Customer

In the mid-1980s during my time at IBM, I remember an “empowerment” initiative that swept through the company. We attended training programs and learned that to be empowered meant we had to take more responsibility and be accountable for the results. Over the next couple of years the strategy unfolded, as IBM pushed more authority […]

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Employee Engagement: Putting the Cart Before the Horse?

There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.—Sam Walton In the wake of Yahoo! CEO Marissa Mayer’s directive to terminate work-from-home privileges, there’s been heated debate about the wisdom of her decision. Will reduced flexibility cause […]

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Want to Empower Call Center Agents to Delight Customers? Improve Your A.I.M.

On a trip to Orlando two years ago, I arrived quite late to a Hilton hotel and visited the restaurant a few minutes before closing. The server took my order and disappeared… for just a few minutes too long. I was starting to wonder if my order been forgotten, when the server came back, apologized […]

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Five Big Ideas to Profit from Analytics and Big Data

We cannot solve our problems with thesame thinking we used when we created them.—Albert Einstein I believe that making smart, fact-based decisions is absolutely essential to customer-centric leadership. I’m sure many of you reading this will say to yourselves, “We’re already doing that.” Sorry, but you’re probably not. As you’ll learn, many decisions are made […]

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