Doing something to the standard of good is actually average work. It’s true, the only two types of customer service you’ll hear about are excellent customer service and poor customer service. You’ll never hear someone talk about good customer service, because that’s the benchmark, the standard, the status-quo. Good customer serivce is ordinary. It meets … Read moreIs It Worth Doing If It Isn’t Great?
Change is scary for a lot of people. It challenges a person’s psych, shifts them out of a routine mindset, and asks them to readapt the way they do things. If you imagine a dot in the middle of a circle, that’s where you’re most comfortable. Change moves us out of the center of our comfort … Read moreChallenging Your Comfort Zone
We complain about an overcrowded digital world. “There’s so much content out there right now.” Yes there is, but we still find a way to consume it. A better question to ask is how do we prioritize what to consume? Are we still roped in by click-bait headlines or misleading email subjects? Or have we … Read moreTrust in the Digital World
The master plan for going forward, building bridges, and innovating change is inspiring for everyone in the business. Hearing the ambitious goal, or the rally call to go and change the status quo empowers employees to go and do their best work. Plans to do big business often start from the top and trickle down … Read moreThe Last Person to Know the Master Plan
Did you know: 4 out of 5 of bloggers write outside of work hours? Creating a first draft is a private practice. It’s hard to share a first draft because it takes a certain level of comfort to be ready to share. This is why writing in a public place is hard work. But writing … Read moreWhere Should You Write?
It’s for you. Both the second person “you”, and the reader that is “you” – the person seeking the answer, fact or story. But the act of writing, who is that for? It’s for yourself, not your business or industry blog, but the small act of writing everyday that helps you fall in love with … Read moreWho Is Writing For?
A good customer service department is a competitive advantage for your business. Great support creates happy customers which creates brand loyalty. Content marketing is a low cost, high reward strategy for visibility and brand awareness. It builds trust with your audiences, which ultimately gives you continued attention (as long as you don’t break that trust … Read moreInvesting in a Department
Who’s job is it to think of the next big idea? Create the next big thing? Or solve your industry’s biggest problem? It’s easy to look at our founders or leadership team and say “you need to do your job so I can do mine.” But, where does that get you? Further away from the … Read moreThe Department of Innovation
Whatever environment we’re in there’s always a strategy that’s planned and (hopefully) followed. Generally, the idea of a strategy is to outsmart the opponent by foiling the competitor’s game plan. In business, it’s bettering their acquisition strategy to beat them to more customers. A strategy has to work in unison and everyone needs to fully understand … Read moreStrategy Is a Team Game
Knowledge is impactful. If used in the right way it can nurture someone to believe in a new way of thinking. For example, imagine if you were a calculus teacher and you could choose from two groups to teach. Group one is a room full of 1000 random students, whereas group two is a focused … Read moreThe Knowledge Conundrum