5 Ways Courageous Leadership Evokes Action and Engagement

5 Ways Courageous Leadership Evokes Action and Engagement

Courageous leaders set the tone for organizational performance. When leaders establish themselves as a strong and courageous personality they set the tone for the rest of the company and shape the overall culture. Dithering about decisions or not being willing to make...
How Weak Leadership Impacts Customer Loyalty

How Weak Leadership Impacts Customer Loyalty

Customer experience is foundational to the success of your organization. As a customer experience expert, and as a customer myself, I have seen my fair share of customer experiences ranging from exceptional to downright disturbing. Check out Sometimes Truth is...
6 Ways for Leaders to Create Organizational Change

6 Ways for Leaders to Create Organizational Change

Helping leaders navigate organizational change is one of my favourite activities as a leadership consultant. There is no doubt that forward thinking organizations understand that change will always be part of doing business, especially as new technologies and ways to...
3 Simple Steps To Help You Win The Customer Service Race

3 Simple Steps To Help You Win The Customer Service Race

Excellent customer service is a hot commodity in today’s challenging economic environment. Your customer relations are truly your only sustainable competitive advantage for growth and profitability. The brutal fact, however, is that 75 percent of your customers would gladly do business with your competition! Regardless of how low your prices are or how much your service is needed, customers will shop elsewhere — even pay more money — to be treated well.