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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Engaging Conversations with Volunteers

“Volunteers … work not for money but because they want to give back, make a difference, change the world.”  Sally Helgesen While the need to give of themselves may motivate volunteers to get involved, it doesn’t ensure their continuing commitment. What keeps them involved is the quality of their experience with an organization. The best 

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A Manager’s Guide on How to Cope When Team Efforts are Taken For Granted

I had an interesting discussion with a colleague who manages an internal service department for a medium-sized organization. She’s a supportive manager whose team takes pride in providing quality service to internal clients. However, she finds it a challenge to keep her employees at the top of their game when some internal clients are unappreciative 

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How Will You Honor Your Employees on Recognition Day?

Recognizing and affirming employee value is critical to creating and sustaining employee engagement. And while workplace recognition should be a no-brainer, Gallup research found otherwise. According to Gallup practice manager Annamarie Mann and researcher Nate Dvorak, ” … only one in three U.S. workers strongly agree that they received recognition or praise for doing good 

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Confessions of a Recovering Nonprofit Executive

One of the most challenging jobs I know of is held by people who work in nonprofits — they are as passionate about their work as they are stressed trying to accomplish much with limited resources. I explored this topic recently with a former nonprofit leader, Debrah Cummins, who is now Vice President of Development for Northstar 

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Extending Thanks Giving

Regardless of when you observe Thanksgiving, the holiday encourages us to give thanks for all we have … and for all that we don’t have (e.g., difficult circumstances). I’m all for expressing sincere gratitude during the season; I just wish it was given more frequently. A friend of mine shared her experience with a Salvation Army volunteer 

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Favorite Volunteer Quotes

While anytime is a good time to acknowledge volunteers for their dedication to helping others, National Volunteer Week, April 10-16, 2016, provides a special opportunity to celebrate their efforts. In support of National Volunteer Week, here are my favorite quotes on the tremendous value of volunteers. “Volunteering is so pervasive it’s invisible. We take for granted all the 

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What’s So Funny About Employee Engagement?

Plenty, if you’re cynical about it. And such cynicism is not surprising given how many employees endure lame attempts to improve engagement. For example: Providing a special lunch for employees as a token employee appreciation event. Conducting periodic employee engagement or satisfaction surveys with little or no follow-up. Creating an HR or cross-company employee committee 

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Top Takeaways from 2015

Like most committed professionals, I’m always in learning mode. I find a constant stream of new ideas, lessons learned, and other important information from reading online and offline, speaking with participants in my workshops and presentations, attending conferences and webinars, talking with people inside and outside of my network, watching movies, etc. Here are several of 

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Relationship Nurturing for the Season

[Note: I’m delighted to feature this guest post from Hillary Feder, CEO, Ask Hillary’s, who specializes in strategic relationship building. Hillary shares important tips for recognizing customers and clients during the holiday season.] Thoughts turn to nurturing key relationships with customers and clients, and demonstrating gratitude as the year draws to a close. That’s why 

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