Blog
PLEASE! Let Me Speak to a Human!
Do you remember when one could call a company and speak to a real human being ? What happened?
In our rush to reduce costs in the corporate world by slashing headcount we have arrived at a place where, if you have a question or a problem, there’s no one to talk to anymore. Organizations have rushed to implement chatbots, the majority of which are unable to answer standard questions, offering only boilerplate “non-help”.
The result: a race to the bottom with customer service standing at an all-time low.
This presents a wonderful opportunity: Any company that wants to stand out and develop a unique relationship with its customer base can now stand head-and-shoulders above the rest by employing human beings who interact with other human beings. The world has become increasingly frustrated and exhausted from useless and faceless technology that has failed to replace useful and friendly humans.
This presents a unique opportunity to become distinctive in the marketplace. Do you want to be different and better? If so, dust off the phones and bring back the people to answer them when customers call.
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Leadership Starts Here!
I am on an airplane heading to Atlanta to work with America's 13th largest school district. It is a proud moment for me because this school district has moved from 682nd place in Newsweek magazine's "Top Public High Schools" list in 2004 to 212th place and they are...
Lessons from Art
I discovered this on the Internet -I am not sure where, nor do I know the name ofthe artist who created this.(Please let me know if you do so I can provide attribution). I love this image for a number of reasons - it is so rich with lessons. Here are some that...
Just Say Sorry
I read a press release this morning in which the first line was, "Big business has fallen from grace." I come from a generation and a belief that the greatest agent for change in our world is big business. I've also come to the conclusion that, very often, big...
I Need Your Help!
I am about to embark on one of the mostimportant projects I have ever undertaken - a missionthat could have a profound impact onthe world - or fizzle. This will depend on three things: 1. How well prepared I am, and how well I execute this mission. 2. The...
Making Healthcare User-friendly
I walk in through the front door. I am nervous. The technology is over my head. Complex equipment surrounds me. People are milling around everywhere. I am not sure what to expect. I decide to approach a staff member, smartly dressed in blue, and ask for help. Where am...
Leadership in Education
I have long been fascinated by the workings ofour education systems. Often, the work I do with senior leaders requires moving through some dysfunctional behaviors to bring about functional, high-performance practices. I often wonder, "Where did these people learn...
The Spark, the Flame, and the Torch
I have spent the last four years preparing my new book, The Spark, the Flame, and the Torch, which is due out in May, 2010. Writing a book is an interesting (catch-all adjective!) process. First comes the idea, which could probably be written in one short sentence....
Inspire! Sign the Pledge to Change the World.
On January 27th, 2010we held a conference call with about 100 people to discuss an idea. We posed this question:What if everyone pledged that every day they would be inspiring? What if we committed to being insping in every word, deed and thought? And what if each...
ONE Dream®
For many years we have been guiding organizations to retire their dreary "mission, vision and values" statements and replace them with something exciting, passionate and inspiring - ONE Dream®. Dreams are the stuff of inspiration and they galvanize the spirits of...
Listen For My Bell
Just up the road from my home is a field, with two horses in it. From a distance, each horse looks like any other horse. But if you stop your car, or are walking by, you will notice something quite amazing. Looking into the eyes of one horse will disclose that he is...
A Greeting for the Season.
The following letter was written by Fra Giovanni on Christmas Eve, 1513, and I now share it with you at this special time of the year: I salute you. I am your friend, and my love for you goes deep. There is nothing I can give you which you have not. But there is...
Join the new Movement for Inspiring Leadership
On February 10th, I will be conducting a free telelcass based on my next book, which will be published in the Spring of 2010. I will explain the concepts contained in the new book and also announce the creation of a New Movement designed to guide us into a new era of...
