Many organizations focus on the customer experience. Some do it because it’s a trend; some because it’s central to their mission and values. Some are successful and some are not. One key measure of success in getting the customer experience…
One of my favorite quotes from the Dalai Lama is: “When you talk, you are only repeating what you already know. But if you listen, you may learn something new.” This is a nugget of wisdom that was reinforced early in…
Incivility seems to be rampant today. A December 2016 article in the McKinsey Quarterly reported that incivility is rapidly rising, with more than 62% of employees reporting being treated rudely (crude language, insults, put-downs) by colleagues at least once per month. I suspect…