Are Great Customer Experiences > Efficiency?

Are Great Customer Experiences > Efficiency?
I visited my bank recently - yep, I’m one of those people who still like face to face interactions. I needed to do more than an online transition would allow and the visit inside allowed me to observe an interesting dilemma facing customer service professionals today. I was there during the lunch hour; there was a line of customers waiting to be served; and there were only two tellers behind the counter.  To my delight, a woman from an adjacent office saw

Succession Planning…from the Farm to the Boardroom

My dad is retired now from business life but has always been a bi-vocational farmer which means the house has always been filled various agricultural media.  I was visiting my parents recently and came across a copy of BigAg.com and our blog pic was on the cover.  it caught my eye and confirmed that succession planning is important whether you run a farm or are the CEO in a boardroom. This topic can be an intimating one for many leaders so I’ve come to de

Guest Post: Business Transition – Plan Early & Communicate Often

Guest Post:  Business Transition – Plan Early & Communicate Often
Generational differences can create great opportunities and potential challenges for family-owned businesses who wish to transition the company. Our friend and colleague Ivie Burns shares some great tips for business owners. According to the 2016 U.S. Family Business Survey conducted by PricewaterhouseCoopers, only about 43% of private businesses have done any exit planning whatsoever.1 Failure to execute a business transition may lead to multiple negat...

Customer Experience…London Style

Customer Experience…London Style
During the month of March, any restaurant with a television screen will be tuned in to the NCAA tournament.  And with it, a surrounding crowd pulling for “their” team.   A recent Saturday night was par for the course.  Gonzaga was playing Xavier so we decided to find a fun place to watch and that’s how we came across The Pub.  Picture it…a step back in time as if you are walking along the streets of London.  The menu offered more to choose from than I coul