Managing Customer Value
I have always thought that the Customer Experience will mimic the Employee Experience. After this discussion with Kathy Cuff, I might take that saying one step further. Kathy Cuff is a senior consulting partner with The Ken Blanchard Companies and co-author of LEGENDARY SERVICE: The Key is to Care. Kathy seems to have done just Read More …
Eric Michrowski is a globally recognized leader in combining Human Performance, Operational Excellence and Process Improvement to drive Business Transformations that achieve substantial shifts in Customer Experience, Operational Reliability, Employee Engagement and Financial Performance. Combining elements of Organizational Development and Change Management, his approach is anchored in over 15 years of hands-on experience in a Read More …
Eric Michrowski says in the podcast, This is where the psychology comes into is, the attitudes and their beliefs of the team member drive the behaviors, and the behaviors drive the results. You can’t hammer in behaviors, you got to start zeroing in on the attitudes and beliefs, and that’s really also linked to employee Read More …
After reading The Zappos Experience: 5 Principles to Inspire, Engage, and WOW it really got my mind spinning. So much has been written and said about Zappos that I can’t say the book surprised me but it did allow me to gain a deeper understanding of the internal workings. More so, the book really generated Read More …
Ok, every once in a while I use my blog for outright promotional efforts. This is one of those times. I have prepared another type of program for you besides that of our typical marketing system. I have just released a new product called Employee Referral System which can be found on Amazon. However, before Read More …