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

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...

3 ways your innovation may be hidden in the trees

My business travel recently took me to the Tri-Cities area of Washington state.  This area is known for its orchards and vineyards.  Chukar Cherries is headquartered there and a random stop to their store inspired this latest article. Since 1988 Chukar had been known for its bountiful cherry harvests.  The owner Pam soon discovered that many cherries went unpicked after harvest. This allowed the natural sugars to build until the fruit dried on the branch.

Summer Leadership Series: Great leaders…great vision

Great leaders never lose sight of their objectives while fighting to achieve them. Because of their clear vision, they can change companies, governments, and even the world.  One leader who transformed our country was Chief Justice John Marshall, who presided at the U.S. Supreme Court from 1801 to 1835.  When Marshall became chief justice the federal judiciary was not respected. No one, least of all the president and Congress, considered the federal judic

What is your customer service domino effect?

Dominoes.  Remember the childhood game designed to gain points by placing matching tiles end on end?  Or perhaps instead you spent hours creating the perfect sequence only to tap the end tile and see each domino topple one after another in perfect precision. The latter is today’s focus.  And a recent business trip inspired our story. If you tried to travel west on April 14th you likely encountered flight delays.  It was one of those terrible storm days an