The Engaging Customer Experience as a Differentiator

[I’m pleased to feature this special guest post by Chip Bell in honor of his new book, Kaleidoscope:  Delivering Innovative Service That Sparkles. Chip is a respected and renowned keynote speaker and the author of several national best-selling books. He can be reached at chipbell.com. Adding a Kaleidoscope Attraction by Chip R. Bell Is your business a destination location?  

Continue Reading…

Creative Planning for 2017

Napkin futures by David Zinger “Tabling strategy. Gel pens drawn during fast food lunch sparking napkin artistry. Ink bleeds arrows, word, and stick figures into thin paper. Absorbing both strategic thinking and mustard drips oozing from the overflowing cheeseburger. It is going to be a good year.” — From David Zinger’s book of poems on workplace engagement, Assorted Zingers, illustrated 

Continue Reading…

The Psychological Recession & Generational Engagement: Interview with Dr. Judith Bardwick

I don’t remember when I started reading (and frequently quoting) posts by Judith M. Bardwick, Ph.D., but I was hooked on her insight into employee and organizational development. A highly respected writer, consultant, and speaker, she is known for combining “cutting-edge psychological research with practical business applications to optimize organizational performance.” I recently reached out 

Continue Reading…

What Matters in Recognition and Employee Engagement: Interview with Zane Safrit

I met Zane Safrit by phone several years ago when he interviewed me on his radio show, and we’ve stayed in touch to share our work in employee engagement and organizational leadership. Our most recent conversation centered on employee happiness as a factor in employee engagement. Zane has held numerous positions ranging from customer service rep to 

Continue Reading…

New to Your Career? Here’s What You Need to Know When Starting Out

Fall is a challenging time for recent college and high school graduates who are starting their careers. They have to adjust to not going back to school with their classmates. Another adjustment is getting used to a workplace calendar that doesn’t allow for extended time off for the summer and most holidays. It’s time to apply 

Continue Reading…

Amazon’s Workplace Culture Takes a Hit

Amazon’s culture has made the rounds of the press and blogosphere, based on a recent NY Times article, “Inside Amazon: Wrestling Big Ideas in a Bruising Workplace.” Sadly, I’m not surprised as I live near the Amazon warehouse in PA where employees suffered during a heat wave due to insufficient air conditioning. There were also complaints during the 

Continue Reading…

Forget the Curve to Better Engage Employees

This post features another excerpt from Ken Blanchard’s classic book, The Heart of a Leader, and is reprinted with permission. Managers who have positive expectations of their employees, as Blanchard advocates, enhance both internal communication and engagement.  “Real communication happens when people feel safe.” “Real communication is a product of trust. However, most of the performance review and evaluation systems 

Continue Reading…

Sprinkle Positive Expectations & See What You Get!

[This  guest post is by Chip R. Bell, a renowned keynote speaker and the author of several best-selling books including The 9 ½ Principles of Innovative Service.  His newest book is the just-released Sprinkles: Creating Awesome Experiences Through Innovative Service.] Presuming Loyalty by Chip Bell (www.chipbell.com) Stories about self-fulfilling prophecies are really cool. My favorite is the fifth-grade teacher 

Continue Reading…