Workplace culture just happens.  It’s automatic.  Even if you are a company of one, you will have a corporate culture.  The ingredients for cultu

Almost every organization on the planet these days is talking about improving their corporate culture. I truly hope (and yes, I know ‘Hope’ is not

Leading change and transition is what leaders do every day. In fact, we are change machines.  Constantly moving the organization from a place of good

Accountability and Leadership One of the biggest issues I see everywhere I go, especially in businesses that are struggling to be better than they ar

The story of the British Airways Flight Attendant Many of you know that I will go out of my way to fly on British Airways.  Why?  It is an emotiona

Leadership development happens through a never-ending series of daily learnings. And let me tell you… the school of leadership is never out. The lea

Every CEO talks about how they want great customer culture and service.  Very few though, make it possible for their people to deliver great customer

I have led a couple of large customer service call centers in my career.  I love the passion and energy that the staff bring to the job every day. 

  We all make our decisions emotionally.  All of us.  It's the way we are wired.  Think of it this way... Two Brains Our brain is virtual

Are you having difficulties with customer retention? If you find yourself struggling with customer retention, ask yourself these questions: Is wh