As both a recovering corporate executive and a successful entrepreneur, I’ve seen my fair share of great leaders and, I’ll level with you, some pretty horrible ones. And we’re seeing examples of both right now in the reactions to COVID-19. When you think about it, we’ve all spent most of our careers noting (whether consciously or unconsciously) those leaders that are hitting it out of the park… and those who should be kicked OUT of the park.
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Inspiration from Cindy
Before you mark 2019 in the books, now is the ideal time to reflect on the year and how 2020 can be even better.
After over 20 years’ traveling the world researching, talking about and helping organizations build courage, you would think there was nothing that could phase me. I’ve answered thousands of questions about courage, and helped thousands of business leaders overcome doubts about their ability to act and lead courageously. I am passionate about courage as a
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 level
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
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
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.
It’s time to rediscover the secret to truly great leadership—figuring out how to pause to take the time to be strategic about customers, clients, your business and your own activities.
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.
Check out these five secrets to creating a mind-blowing service culture.