Why Creating Change Requires an Emotional Connection

Why Creating Change Requires an Emotional Connection

This is the second in a series of articles that discuss the 3P Change Equation (Purpose, Passion, Process) approach to change in any organization – the foundation of my Fired Up & Focused keynote and workshops. If you can’t wait to read the full series,...

VIDEO: 7 Deadly Sins of Customer Satisfaction and Loyalty

This video is a segment from a longer video created for a client who wanted to on-board their new people with a consistent message about the culture and expectations of the organization. Bill talks about the 7 Deadly Sins of customer satisfaction and loyalty and how...
10 Customer Service Principles Every Employee Must Know

10 Customer Service Principles Every Employee Must Know

Even employees who never deal with the public must exhibit good customer service skills. How employees treat each other is the harbinger of how the organization will treat the public. Here is quick checklist of behaviours we should all demonstrate when dealing with colleagues or the public to ensure an exceptional customer experience — internally and externally.