3Rs: The overwhelming importance of reliability

3Rs: The overwhelming importance of reliability

In 2016 the Harvard Business Review published a wonderful paper based on the results of research on more than 10,000 U.S. consumers about their perceptions of nearly 50 U.S.-based companies. The authors had this to say about their main finding: “Products and services...
The Power of Tight-Loose-Tight

The Power of Tight-Loose-Tight

One approach I always advocate for and one you might find useful in terms of employee success is what I call the tight-loose-tight approach, with coaching serving as the final tight. I strongly promote this approach in my consulting and workshops, as it is a simple...
The biggest customer service mystery

The biggest customer service mystery

How are you using the science of service to further your customer experience cause? We lean on science for so many things. To help us understand the mind, we explore the science of psychology. To learn about body movement and posture we could study kinesiology. To...
3 ways to weaken the reasons to stop coaching

3 ways to weaken the reasons to stop coaching

In last week’s wildly popular blog post, we looked at strengthening the reasons persevere with your coaching endeavors, with the main theme being all about motivation. As I alluded to in my last piece, this post is all about convincing you to stay the course and...
4 key ingredients to any successful coaching process

4 key ingredients to any successful coaching process

An essential part of any coaching system is the ongoing execution of the coaching strategy. The coaching strategy, described in an earlier post, outlines values, objectives, and standards for coaching. It also undertakes an assessment where coaching currently stands...
Want to increase employee and customer engagement?

Want to increase employee and customer engagement?

Let’s play a game! Can you think of an activity that an organization can do to increase both employee and customer engagement simultaneously? Give up? It’s coaching! When you coach effectively, not only are you increasing customer engagement because the employee will...