Every time I fly JetBlue Mint, I’m reminded that great service is possible, even in an industry as hated-on as the airlines. Today I’m on a flight from San Francisco to NYC and enjoying every minute of it. When was the last time you said that about a flight?
Ever wonder how to keep your head when everyone around you is losing theirs? You’re not alone.
Regardless of industry, position or role… nothing’s getting easier.
Customer expectations are growing exponentially, and social media allows a single complaint to burn a brand in a matter of minutes.
On top of that, our workplaces are being disrupted. How we work—and who we work with—is evolving.
Yikes!
82 minutes…
This is how long I waited for a customer service rep at Virgin America when my flight was canceled.
If you know me at all, you’re waiting for me to rant about how unacceptable this wait was, and bellow about how Virgin America took their eye off the ball. Or to insist that consumers just aren’t going to stand for this anymore!
Who else is going through Olympics withdrawal?
If you’re anything like me, you were glued to your TV for the last two weeks of last month, watching some of the best athletes in the world compete in sports as varied as Super-G to curling. And in those hours of coverage, you saw both the excitement of a great performance and the heartbreak of hopes dashed.
How many screens do you have open? How many alerts are buzzing right now? I’m guessing you pride yourself on your fantastic multitasking capabilities, but that might be secretly holding you back from being a great leader.
We’re not talking about creating the flexibility to scoot out to a spin class – although that’s well and good. Instead this is about how the best leaders maintain their focus even when the world is flying at them like water from a firehose.
When you strategically own your day as a leader, you can concentrate on what matters to you and your team. Here’s how.
So it’s obvious that a solid onboarding process makes good business sense. But make no mistake, though; an effective onboarding process is not about having them sign some forms and tossing them an employee manual.
Here are four elements to help you crush the onboarding process.
We’ve all been there: The company whose customer service was so bad you wanted to throw your phone against the wall or yell something really unpleasant at the “customer service” rep.
Contrast that with the company whose service was so good, you walked away thinking, “Did that really happen?” We know which company we want to be.
Check out these five secrets to creating a mind-blowing service culture.
Attracting and retaining high-performing employees is an issue that almost every company grapples with today. In fact, nearly 90% of companies surveyed by Deloitte Consulting consider employee engagement and culture as one of their top challenges.
This blog post is going to be a little exercise in patience. Here’s why: I came across the coolest video last week – it’s going viral so you might have seen it — but I am guessing you didn’t garner the same lessons that I did.
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