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All I Know About Customer Service, I Learned As A Paper Boy
As a kid growing up in the less-than-opulent lumber towns of central Oregon, I understood early that I possessed a “customer service” mentality. My first venture? Door-to-door sales; a publication...
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Millennial Leaders: Perfecting The Leadership Art Form
How are Millennial Leaders different? Gen Y has taken our old-school notion of leadership… and flipped it on its head. I was born in the early 1960s, stuck between the Baby Boomers and the first Gen...
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The Biggest Loser: Legacy Enterprises Losing Female Leadership
I grew up with a mother who followed my father to every lumber town in Oregon. In each town, she found work. She put in her day, and then came home to manager three kids and the house…just like many...
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The Not-So-Surprising Lessons From Top-Down Employee Engagement
Most of us understand the benefits of sincere employee engagement. After all, data is everywhere supporting the importance of making team members feel valued – and we can’t open a leadership-oriented...
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Talent Acquisition: The Primary Benefactor Of The “Big 3”
When we talk about leadership, culture, and engagement – the “Big 3” – we often refer to existing team members… those who already contribute to the success of our organizations. And that makes sense;...
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Turning Next Year’s Resolution Into Today’s Revolution
Today, I was talking to a CEO buddy. Apparently, the evangelism that surrounds him is rubbing off. Fairly new in his position, he is absolutely dedicated to changing his company’s culture. Next year....
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Engagement Then And Now
When it comes to engagement with our work teams, we have to be impressed with how far we’ve come in just the last few years. We’re more authentic and communicative than we’ve ever been; silos are being...
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Are You Suffering From Social Media Fatigue?
What happens when you genuinely tire of posting, friending and Instagramming? When you remember that tweeting is what birds do and that InMails are just emails delivered by a branded interface? When...
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BOLD: Are You Bold Enough To Be Different? [VIDEO]
“I’m following all the great advice. I’m working my butt off. Yet I’m struggling to find my niche. Why?” Sound familiar? In this economy, there is one way to stand out among hundreds of would-be...
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Washington’s New Brand Of Leadership
Here on Switch and Shift, we talk a lot about the various forms leadership can take. Servant leadership. Empathetic leadership. Motivational leadership. Charismatic leadership. Even autocratic...
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Stop Confusing Innovation With Technology
As anyone who is paying attention knows: “innovation” is important to every single brand on the planet. How do we know? Because nearly every CEO talks about “innovation” as a differentiator. Every...
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Should A Thank You Note Make National News?
Almost two weeks ago now, a thank you note from JJ Abrams, the director of the new Star Wars movie, made national news. As the movie made some additional cast announcements, that note was...
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Why You Need To Maximize Your Millennials [INFOGRAPHIC]
Millennials are already the majority generation in the workforce, and several million more are entering the workforce this summer. What does this mean to today’s business? How do we lead and mentor Gen...
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The Rise Of Visual Customer Service In The Social Age [INFOGRAPHIC]
In A World Gone Social, Ted Coiné and I discuss in detail how customer service – as we practiced it for decades – changed so quickly as we entered the Social Age. And here, thanks to this infographic...
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The Social CEO Infographic
According to a study by Weber Shandwick, the large majority of Fortune 500 CEOs know that being active in social media helps them build the company brand, make connections with employees and customers,...
View ArticleAre You Social Selling Or Social Spamming?
The Social Age has ushered in a new way of connecting, contributing, and collaborating like we’ve never seen before. We can now communicate with anyone at any time, anywhere in the world over a variety...
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What Engaged And Disengaged Companies Do Differently [Infographic]
When there’s something you want to improve about your organization and its workforce, it’s only natural to look to the companies that are doing it right. And when it comes to employee feedback, that...
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The Evolution Of Wellness In The Workplace [Infographic]
Workplace wellness programs may seem like a product of modern businesses, but they can actually be traced back more than a century. Such programs have existed since major corporations began cropping up...
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