Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Perhaps you should. Because they are key to positive customer experiences. And they fuel customer success and customer retention. Here’s why. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. … [Continue Reading]
Are Your Engaged Employees Relentlessly Curious Employees?
Why Collaboration Skills are more than Nice to Have Skills
Collaboration skills are like sprinkles on the cupcake, aren’t they? I mean, collaboration. Really. The term is neither sexy nor exciting-sounding, is it? At their best, workforce collaboration skills directly impact organizational productivity and profitability. At their worst, lack of these skills keep organizations operating at half the capacity of What is Possible. If workplaces… [Continue Reading]
3rd Quarter One Millimeter Mindset™ Zinger Blog Posts
These third quarter zinger blog posts focus on how “what we do” impacts the customers we serve. So often, all of us get caught up going through the “steps” of someone else’s process or “how to” formula. Yet, our actions fall short. We, ourselves, do not feel authentic, sincere or genuine in talking their talk…. [Continue Reading]
Are Experience Conflicts sabotaging Our Customer Retention Strategy?
Ah, the impact of experience conflicts on the performance of our customer retention strategy. Just when we think we have all the moving parts in order, someone in some department somewhere does something. That “something” completely disrupts customer experience equilibrium. Perhaps experience conflicts are more important when detected prior to acquiring customers than they are… [Continue Reading]
Can Those Powerful Soft Skills overcome Collaboration Bias?
Are you wielding your powerful soft skills effectively, or are you perpetuating workforce collaboration bias? A recent conversation I had with a friend of mine got me thinking about the power of how we choose to incorporate our soft skills within our places of work. She was in the midst of couples’ therapy. She told… [Continue Reading]
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