The process of transforming any business can be a complicated one, but when you take into consideration the seven levels of customer experience for business transformation success, it gets much clearer. First off, let's look at the process by which customers enter your store or facility. On the
The Art of the Executive Briefing
There are many external circumstances that can affect your executive briefing to senior leaders. While you may have compiled the best statistics, computations, and relevant facts for an Executive Briefing, this “science” part of an Executive Briefing could very well be undermined if you don’t pay
CHRO Priority Number One – Employee Engagement
We all know that it's your people that are the key to organizational success and growth -- especially in the pandemic era! Chief Human Resource Officers (CHROs) indicate the need to engage their workforce for business survival.Sam Palazzolo, Principal Officer @ The Javelin Institute The year 2020
How to Effectively Deal with a Bad Virtual Boss
How to effectively deal with a bad virtual boss is a topic of conversation that I’ve recently had several times. In 2020, thanks in part to the COVID-19 pandemic and “work from home” mandates, the opportunity to take part in leadership and management development programs blossomed. I’ve often said
COVID-19 Leadership: Are You a Success or Failure? 3 Action Areas!
The Point: Grade yourself on your COVID-19 Leadership – Are you a success or a failure? You work your entire career to build your leadership brand. Day after day, week after week, and year after year you put forth a valiant effort (or, what we’d like call your “Blood, Sweat, and Spears!”) However,
Is Happiness a Requirement for Success?
Are you happy? Ask yourself right here/right now are you truly happy? It seems the world right now is not a very happy place. With a health pandemic raging on, long overdue protests taking place, and a world economy on the verge of collapsing the news headlines don’t share a lot to be happy about.
The Leadership Challenge: Omnichannel Retailing – 3 Tips!
The Point: Omnichannel -- also spelled omni-channel -- is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store. We started thinking here at
The Leadership Challenge: Burnout
The Point: As a leader, you’ve experienced burnout. I’m not talking about physical burnout where you can’t take another step from exhaustion. What I’m referring to is the emotional exhaustion that results in depersonalization and decreased personal accomplishment at work. Perhaps it’s the latest
The Leadership Challenge: Decision-Making – Three Tips!
The Point: We all make thousands of decisions daily. Take for instance your drive into work today; Did you take the same route as you always do? Did you take the road less traveled? Would you alter routes if you heard about the accident ahead that has traffic snarled to a stand still? My point is