8 Emotional Drivers of Employee Engagement

8 Emotional Drivers of Employee Engagement

We’ve all seen the lists — the definitive list of drivers for employee engagement. Unfortunately, every research company and consultancy has a slightly different list. If it’s not on the list, is it not important? Who’s right? Well, to a...
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...
Transformational Leadership Tips: 5 Steps to Customer Service Glory

Transformational Leadership Tips: 5 Steps to Customer Service Glory

We all know that providing exceptional customer service is the stated goal of every business leader, regardless of how large or small the company. It’s common knowledge that customers are more loyal to companies who treat them as more than just a number. Sadly, the personal touch customers want — and deserve — is often lost in the daily grind of doing business… especially in larger companies. Too often the leaders do not model the very behaviours they expect from their teams.