cindy's blog

The 3 Secrets to “Wow!”-Worthy Customer Service

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? JetBlue’s experiment with its new Mint…

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Hacks to Get a Grip on Yourself During Disruption

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…

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4 Leadership Secrets to Retain Customers During Disruption

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…

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Four Leadership Lessons from the Olympics

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…

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The One Secret to Great Leadership

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 holding you back from being a great leader. I was recently at a client engagement in Brazil, and it gave me a chance to look at our…

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Four Ways Productive Leaders Own Their Day

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…

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Onboard Your Employees Like You Want Them to Stay Forever (Because You Do!)

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. Begin onboarding BEFORE Day One. I repeat, all that…

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Five Secrets to Mind-Blowing Customer Service

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 (maybe even suggest a new title for their job?). Contrast that with the company whose service was so good, you walked away thinking, “Did…

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Four Reasons Your High-Performers Are Leaving – and How to Stop the Cycle

Attracting and retaining high-performing employees is an issue that almost every company grapples with today. In fact, nearly 90 percent of companies surveyed by Deloitte Consulting consider employee engagement and culture as one of their top challenges. So why are we inadvertently running off our high-performing employees? Usually it’s because we don’t understand what they…

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Five Year-End Questions Great Leaders Ask

Where’s the champagne? That might be the first question you think of as we near the end of 2016. But before you mark 2016 in the books, now is the ideal time to reflect on the year and how 2017 can be even better. Sure, most leaders are already doing that, but you might be…

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