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How a Business Leader Championed Service Transformation

Every so often a unicorn leader comes along and walks the talk. I’ve had the good fortune to work with one such leader on a service transformation project. Now, there are two sets of forces at play in activating project success. One force is transactional and the other psychological. This leader commandeered both with finesse. …

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Using Leadership Intelligence to Drive Customer-Intelligent Actions

There’s an assumption that an emotionally intelligent leader is going to be better at leadership. As if emotional intelligence is the magic lightning rod that confers the power of effectiveness onto and into a leader. Now, I am a huge fan of building EI competence, but, where it ends, often, is at a primal awakening …

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Why is Lazy Service Delivery Such a Popular Choice for Businesses?

Lazy service delivery is doing the minimum to keep customers “satisfied enough to not defect (as yet).” I was marvelling at the rush of inspiration that accompanied the pandemic. So many businesses were motivated to do what needed to be done to ensure continuity. For one major reason. Their survival depended on making the essential …

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A People Engagement Strategy Accelerates Service Agility

Every manager with whom I’ve spoken over the past few years, longs to have employees who are motivated, committed and efficient, on their teams. These managers speak wistfully, as if snagging employees who fit this bill, is a pipe dream. Unfortunately, in many cases, it’s becoming more and more challenging to build and sustain teams …

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The Choice is Either to Improve or to Transform Service

Many of my conversations with prospective clients start with them saying, “We want to improve our service delivery, it’s just not up to standard.” My response, typically, is, “What do you want to improve, specifically?” The answer goes something like, “We want our employees to treat our customers better, we want to keep promises, we …

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Commoditizing Leadership to Support Service Excellence

Businesses need to impress two constituencies. The employee constituency and the customer constituency.  Mobilizing the chain of events that cause this impression to get rolling, is the sole responsibility of the leaders of any business. This makes leadership a commodity, the raw material and the main ingredient that influences the final shape and form of …

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Which Leadership Style Pairs Best With Service Excellence?

As we know, the leadership imprint on a business can either build a legacy of greatness, or forestall growth and development. Too many businesses fail to make a mark in their markets, simply because the leadership drivers are not fully engaged to deliver what’s needed for competitiveness. Of course, when leadership fails, so does service …

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Breaking Glass Ceilings Can Improve Service Delivery

One of the most transformative questions that a business can pose to itself is, “What do we need to do to become customer-centric?” This question only cracks the glass ceiling that prevents businesses from achieving greatness in customer experience success. A second question that should be asked if a business aims to shatter the ceiling …

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Transforming Service Delivery is Not for the Faint-hearted

I caution clients at the start of every service transformation project, that what is about to happen is going to cause extreme discomfort. After all, the reason why the project is being undertaken in the first place, is to cause the business to tilt on its axis. But all of my cautioning still does not …

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Customer Service Training Isn’t a Cure-all for Poor Service

Training by itself is not a cure for all of the customer experience ills present in a business. A widely-held belief amongst leaders of businesses is that if staff members are exposed to short-term training over one or two days, then customer experience ratings will surge upwards. Nothing can be further from the truth. Now, …

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