by Erin Beattie | Sep 18, 2018 | Service
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...
by Mark Colgate | Sep 5, 2018 | Service + Coaching
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...
by Mark Colgate | Aug 22, 2018 | Service + Coaching
There is a symbiotic relationship between customer service and coaching. The science of customer service, which is built around the 3Rs of reliability, responsiveness, and relationships, give us a behavioural framework in which to educate employees on how to deliver...
by Mark Colgate | Jul 18, 2018 | Service
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...
by Mark Colgate | Oct 26, 2017 | Coaching
As noted in a previous post, coaching is the only strategy that companies can deploy that simultaneously increases customer engagement and employee engagement. You can increase customer engagement by raising the abilities and the motivation of employees to serve the...
by Mark Colgate | Sep 27, 2017 | 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...
by Mark Colgate | May 16, 2017 | Coaching
I’ve worked with many clients in terms of coaching and the problem I find is not encouraging them to start coaching but to persist with it. This is all about motivation. Ultimately, whenever we are trying to adopt a new behaviour, we are faced with the battle between...
by Mark Colgate | Nov 23, 2016 | Coaching
When people think about coaching, they often think about how coaching can help the coachee deepen their technical skills – this is natural given we associate coaching with athletics and the continual refinement of the athletes’ specialized skills. There is no doubt...
by Mark Colgate | Aug 12, 2016 | Coaching
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...
by Mark Colgate | Aug 2, 2016 | Coaching
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...
by Mark Colgate | Jul 19, 2016 | Coaching
The feedback a coach offers can be most effective when it provides the coachee with specific information about a current state of knowledge and performance as it relates to specific goals. For example: Coaches could use formative feedback to relay to employees what...
by Mark Colgate | Jun 30, 2016 | Coaching, Education, Teaching
Of course, this is a dramatic generalization, but let’s be honest: the whole education system is built on summative, (e.g., giving a grade) rather than, formative feedback (e.g., useful advice on how to improve). While it could be argued that many schools and...
