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.
Subscribe and receive your free eBook
Lessons in Customer Service from a Hotel
I am fortunate to travel to Louisville, Kentucky,quite frequently, and I am equally fortunate to often stay at the 21C Museum Hotel. Click on their link and you will understand why they are not just an ordinary hotel. As I was I checking out one early morning...
How to Use “ONE: The Art and Practice of Conscious Leadership” in Leadership Development
This is a guest postingby Jodee Bock, of Bocks Office: This summer, I had the privilege of working with the Farmers Union Enterprise leaders from North Dakota, South Dakota, Montana, Minnesota and Wisconsin. We worked togetherin the beautiful Black Hills of South...
Inspiring with Principles at Work
We typicallybuy productsbecause they are good, or because the service is fantastic, or because the price is right. That takes care of the intellectual reasons. But there are other reasons too, and they are far moresubtle. They have todo with thesubliminal, and...
Sport as a Metaphor for Leadership
As anyone who has spent five minutes with me knows, I am passionate about skiing. I use it as a teaching metaphor for leaders and leadership, and I know of few other activities that, for me at least, can equal such a profound sense of ONEness. In Rudi MiickÃs blog,...
Turning Lemons into Lemonade
You've probablyheard of Dave Carrol's frustrating experiences with United Airlines and his guitar through the enormous reach of YouTube and Huffington Post. But an interesting lesson we can all draw from...
US and Canadian Health Care Compared
A great deal of our work over the last 20 years has been with healthcare systems and health insurance companies in both the US and Canada. We are probablybest known for achieving breakthrough results in cultural transformation, strategy formation and leadership...
Likeability
Let's say you are dusting off your resume and positioning yourself for a career change. Much effort will go into tweaking the way you present yourself -making sure the facts and details are correct, fiddling with the layout and fonts, finding references, making sure...
How to Manage Effectively in the 21st Century?
One of the themes of our work is the simplification of complex ideas, distilling them into easy to understand and apply processes. We have found that nothing gets done if people can't understand how to do it - no matter how brilliant the suggested solution might be I...
ONEness – Playing for Change
You have probably seen this video (but if not, I recommend that you indulge your heart by doing so). This cover of...
Stretch, Grow and be Inspired
I find two things (among many) very inspiring: active sports in nature and smart, enthusiastic people. I mountain bike 100 days each summer, ski 100 days each winter, and spend the remaining 150 days each year on the road with very smart, enthusiastic people. I would...
Inspiring the Leader to Inspire
In my most recent book, ONE: The Art and Practice of Conscious Leadership, I wrote about how South Korean activist lawyer and presidential candidate Roh Moo Hyun leveraged technology to become elected - he showed us how technology helps to make us one. This week we...
The CASTLE® Principles Inspire Young Leaders
From time to time, readers of this blog offer gems that deserve a broad circulation (and I invite you to submit your gems too). David Long is a Texas-based consultant who has used a grant we arranged for him through the First Command Educational Foundation to create a...
