What I Enjoy about My “Work” as a Facilitator

How many people do you know who truly love what they do? Well, you can count me as one of them. Combining multiple roles of “catalyst, conductor, and coach,” my work as a facilitator is complex, challenging, and gratifying. Projects may appear to be similar, yet each facilitated session is unique. I enjoy my work 

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Boss’s Day 2020 – Appreciating the Best and Worst Bosses

Seeing the selection of Boss’s Day cards for October 16th reminded me of the bosses I previously worked for who ranged from great to toxic. [See my suggestion below for observing Boss’s Day this year.] I had the privilege of working for a few executives I highly respected. I also worked for execs who were 

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Important Reminder for All Employers

It’s been several months since COVID-19 disrupted and changed the workplace. Regardless of where your employees now work – whether from home, at your place of business, on the road, or some hybrid approach – the following still applies. “The way your employees feel is the way your customers will feel. And if your employees 

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How to Better Engage Your Customers and Their Ideas

In the quest for product/service innovation, it’s easy to overlook an obvious source: your own customers. How to effectively involve and engage them – and make them feel valued in the process – can be found in Chip Bell‘s just-released book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Renowned 

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Exploring the Work-from-Home Experience & Its Out-of-Office Toll

Employees who are used to working in an office environment have undergone an abrupt change to working from home the past several months due to COVID-19. Curious to learn how they were handling the absence of in-person communications, collaboration, and teamwork, I reached out to colleagues (executives and professionals in a variety of organizations where 

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“Don’t Waste This Crisis: How Strong Values Improve Strategy” – Guest Post from Matthew Fenton

[Note: I’m pleased to share this timely post from Matthew Fenton, a Chicago-based marketing professional and founder of Three Deuce Branding that specializes in brand clarity. Here he offers a fundamental strategy to uncover the brand values a business needs to survive and thrive in these challenging times. More on Matthew’s work can be found 

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Nonprofits: What to Do About National Volunteer Week During COVID-19

One serious consequence of the current pandemic is that many nonprofits are unable to rely on volunteers as a significant on-site resource. In Coronavirus & Volunteers: Your Guide for Managing Uncertainty, Tobi Johnson describes this challenging situation: “Leaders of volunteers must often balance competing priorities – the needs of volunteers, the needs of the organization, and the 

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“Are Your Customers Getting Ghosted?” Guest Post by Chip Bell

[Note: When I wrote about the harm of ghosting at work, it focused on how the actions of prospective employees and HR can damage the employer brand. In the following post, well-respected authority on customer service, Chip R. Bell, addresses how ghosting can also damage the consumer brand when customers experience “intentional indifference.” This was originally 

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Building Connections and Engagement in “Smart Women Conversations”

Connecting and engaging people in the workplace with LEGO® … just one of many fascinating topics shared in my video discussion with Smart Women Conversations’ host Yvonne DiVita, respected blogger, serial entrepreneur, and my former publisher who remains a dear friend. Yvonne launched Smart Women Conversations to “inform, educate, create laughter and share stories of 

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What’s Reflected in Your Brand Mirror?

To hold on to your customers amid strong competition, it’s important to provide a positive customer experience. But where do you begin? You start from the inside out with the employee experience because the way employees feel is the way customers will feel – and if your employees don’t feel valued, neither will your customers.  

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