Opinion

How do your people rank on CX?

There is a distinction being made now between customer service and customer experience, or CX. The former involves interactions with your people while the latter refers to customers’ holistic encounters with your brand. Some companies spend big money and years of study to create a brand designed to deliver memorable CX. Yet investments meant to deliver on CX are destined to fail without a highly-trained workforce. Everything hinges on those people skills! [Continue]

Chicken Little and the economy

closeup of an acorn

Just like Chicken Little, the bond market was recently hit on the head with an acorn, and the yield curve screamed “recession.” The yield curve temporarily inverted, and the three-month Treasury yield was higher than the 10-year yield. This created a bit of hysteria, because an inverted yield curve has predicted the last seven recessions since 1970 with only one head fake. [Continue]

Getting to win-win through negotiation

a woman

Excellent leaders possess strong negotiation skills. Yet the art of negotiating successfully is rare these days. As many organizations transition to their next generation of leaders, soft skills training, which includes negotiation skills, seem to be forgotten. I consider negotiation skills to be a key trait for up-and-coming leaders to succeed in the marketplace. [Continue]

Credit for cash flow

It’s a big deal when any small business lands a big customer. Business owners dream of landing a Fortune 500 customer that will assure sales and boost profits. But of course, that’s not the end of the challenge. No small business owner wants to become dependent upon one big customer, so the ultimate goal is to land several big customers. [Continue]

Entrepreneurship starts with you

An entrepreneur is someone who surveys the landscape, looks for things that could be improved, and acts toward that improvement. Entrepreneurship, at its essence, is problem-solving. Sometimes an entrepreneur will start a company to solve that problem, and if the company is successful, that entrepreneur becomes famous. [Continue]