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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True Confessions: I’m Tired of Employee Engagement

I started working on employee engagement long before the “e” word came into vogue, and I’m tired of it. Here’s why. Overused as a business buzzword, the term “employee engagement” has become meaningless. It gets talked about in executive suites and management meetings, yet few companies actually do anything about it because too much effort 

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When Strategic Change is Designed to Disengage

After hearing from clients and colleagues undergoing organizational restructuring, I’m totally confounded by their descriptions of what’s happening. Managers are brought in from “corporate” or outside the organization and placed in positions to make changes without gathering any input from current managers who are running successful business units. Yes, I get that company execs can 

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Low Unemployment – What It Means for Employee Engagement

“Companies are in a talent war. It’s a race to get the best candidates quickly since unemployment rates are lower than they’ve been in years.” “The days of employees being thankful just to have a job are over and likely will not return for a while. Instead, the onus is on employers to cultivate and 

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“Maniacal Operations” and Other Sad but True Tales

When it comes to management and organizational dysfunction, there’s little that surprises me anymore. Asking a colleague about work, I got this description of the company’s new president: “I know all about his first marriage, his second marriage, his grandchildren, etc., but he doesn’t know anything about me. He dominates executive meetings with his talking 

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What Do You Notice About These Three Customer Service Stories?

In honor of National Customer Service Week (observed the first week in October), here are three amazing stories told by customers — all marketing professionals — who experienced and analyzed them. They represent different situations that share a common theme. Customer experience #1: “I walked into an Eckerd Drug Store to buy a sympathy card. Before 

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A Business Consultant’s Rant

I love working with my clients, and yet I get so frustrated sometimes — not at them, but for them. I get frustrated on their behalf because of the organizational absurdity they have to deal with. For example: A management team focuses on improving employee and customer engagement despite inconsistent or no corporate support. An executive director 

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Hey, Wells Fargo: You Should’ve Followed Aretha Franklin, Not Gordon Gekko

I’m saddened and shocked, but not surprised, about the recent Wells Fargo sales scandal that lead to bank employees opening bogus customer accounts in response to intense pressure to meet unrealistic and aggressive sales goals. I was once a sales manager for a local bank. It was some 30 years ago when the banking industry was trying 

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