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Contributed Articles

Are You Your Employees’ Worst Enemy?

In almost all organizations, some leaders pave the way for their employees to do their best work, and others inadvertently make things much harder than they should be. Where do you fall on this continuum? Do you help or do you hinder? In all probability, it’s the latter. People expect to find bad bosses in failing companies. However, in surveys and interviews with more than 250 working professionals in 37 countries, we’ve found that 51 percent of employees across the full spectrum of organizational performance believe initiatives tend to succeed despite, not because of, their leaders.
[Full Article]   Jan-14-2014


Employees Who Feel Love Perform Better

"Love" is a not word you often hear uttered in office hallways or conference rooms. And yet, it has a strong influence on workplace outcomes. The more love co-workers feel at work, the more engaged they are. (Note: Here we’re talking about “companionate love” which is far less intense than romantic love. Companionate love is based on warmth, affection, and connection rather than passion). It may not be surprising that those who perceive greater affection and caring from their colleagues perform better, but few managers focus on building an emotional culture. That’s a mistake.
[Full Article]   Jan-13-2014


Making Better Decisions Over Time

Managers make a wide range of decisions, from routine calls they face on a recurring basis, to large-scale strategic decisions they may encounter just once in their careers. For issues that are often repeated, the technique of deliberate practice—which involves action, feedback, modification, and action again—is a powerful way to boost performance. The technique works when a decision is part of a sequence, in which feedback from one part can improve the next. Not all decisions work in this manner, however. Knowing the difference is crucial.
[Full Article]   Jan-07-2014


Thanking Customers the Innovative Service Way

Most customer relationships don’t end in conflict…most are vanilla to death. Neglect is more dangerous than strife; indifference more costly than error. Great relationships are fueled by affirmation. Nurturing the bounty of customer loyalty requires more than proper cultivation and seeding. It must be fertilized with attention and care. “Courting” the customer does not end with the sale or transaction. This article outlines twenty-five ways to show customers your gratitude. Use this list to jump start your own list.
[Full Article]   Jan-06-2014


Zappos’ CEO on Using Corporate Relocation to Preserve Customer-Led Culture

In the years since Zappos was founded, we’ve had to make some big decisions. One of the most significant came in early 2004 when we decided to relocate from San Francisco to Las Vegas. Our biggest problem then was customer service—specifically, finding the right employees to staff our call center. A lot of people may think it’s strange that an internet company would be so focused on the telephone, when only about 5% of our sales happen through that channel. But we’ve found that on average, our customers call us at least once at some point, and if we handle the interaction well, we have an opportunity to create an emotional impact and a lasting memory.
[Full Article]   Jan-06-2014


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