Here comes the end of the year and with it countless executive road shows criss-crossing the country to get in front of the employees. You’ll stuff them all in a lunchroom or a foyer, maybe a sad hotel meeting room or a drafty church basement. The chairs will be a bit too close, the room […]
The Voice of the Employee is a Battle of the Bands
Last time we looked at the rather muddled ownership of the voice of the customer (VOC) in most organizations. This important part of understanding what customers want, how they feel and what’s on their minds is claimed by many in the organization, but properly owned by nobody. Sadly, the same can be said for the […]
The Voice of the Customer is a Choir
Planning season is well upon us and I’ll bet there are more than a few leadership teams hoping find a Voice of the Customer (VoC) program under the budget tree for next year. What’s not to like? VoC programs drive more sales, reduce service escalations, improve user experiences and have us sprinkling delight and enchantment […]
Recruiting vs. Sea Monkeys: Which is More Disappointing?
Sea monkeys are brine shrimp. Brine shrimp are incredibly disappointing pets. Yet this bottom-of-the-food-chain critter has been marketed for decades, and millions of children (okay, and at least one adult) have forked over a few bucks, hoping the product in the picture is what will arrive in the mail. It isn’t, of course, but thanks […]
Five Reasons to Invest in Supervisor Communications Training
My friend Laurel is not having a nice time at work. Fresh off an eight-city, 14-site tour with the executive team, she’s exhausted and frustrated about the lackluster attendance and engagement in her town hall meetings. “I don’t get it,” she said, opening a second fizzy vodka drink. “We prepped everyone right down to our […]
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