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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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The Amazon Monopoly
Warning: This is a rant! There are millions of books on Amazon.com and hundreds of thousands of authors who earn their living—theoretically—from this market-dominant company. The mechanics of how this works for an author may not be obvious to the general public. ...
A Very Special Offer
One of the regular participants in our weekly Inspiration in the Cloud Zoom sessions (www.secretan.com/inspiration-cloud), and my good friend, Stephan Hein from London, UK, is offering a very special gift to us – he will present a Yoga Nidra session for us on March...
What a New American President Can Teach Us
Thirteen years ago, the day after President Barack Obama was elected to his first term in office (November 5, 2008), I wrote the following blog. Then I posted it again prior to his second term, and again following the Innauguration of President Trump. Here, I offer it...
Let’s Aim Higher!
I don’t know if you are a fan of New Year’s resolutions, but the last day of 2020 seems the most appropriate time to address that subject. To put it kindly, 2020 has been a challenging year. There is much talk about flattening the curve, inoculating the majority of...
Let’s Hold Hands!
Back in March of 2020, you and your friend set out on a long walking trek across the wilderness. The trip is about 500 miles. It's December now and you have reached the 300-mile mark. You find yourselves exhausted, frustrated, dejected, overwhelmed, stressed and fed...
Three of my favorite quotes.
As we navigate through challenging times together, I thought I would share with you three of my favorite quotes. They always keep me company, and these days, even more than usual, they are very important companions for me. I hope they will also be grounding for you...
Become a Certified Higher Ground Leader
If you would like to become Certified as a coach, consultant or facilitator of Lance Secretan’s renowned Higher Ground Leadership®, or just learn more about this deep and inspiring body of work, we have two new opportunities for you. NOTE: If you have previously...
A Second Wave is Coming—This one is Burnout!
According to the latest research, burnout is reaching unprecedented levels. As we all wrestle with the extraordinary onslaught of change, challenge and dysfunction, traditional online means of support are proving inadequate. Access to an Employment Assistance Program...
A Once-in-a-Generation Opportunity
In 1970, Milton Friedman famously wrote, "There is one and only one social responsibility of business—to use its resources and engage in activities designed to increase its profits....". For this kind of thinking, Friedman was awarded the Nobel Memorial Prize in...
Cheer up!
It seems that we can’t open our news feeds these days without reading another depressing headline. So, here is my antidote for you today: First, Visit www.inspirepledge.com and make a commitment to being your best, inspiring self today, and just as...
A Weekly Shot of Inspiration
Last March, I invited people to join me in an experimental weekly Zoom video call for some mutual inspiration. The original intention was to provide support to frontline workers during Covid. I committed to hosting these sessions for one month, but everyone was...
Bromides are Not Enough – Actions Speak Louder Than Fluffy Words
When we emerge from the worst of Covid-19, we will judge companies, and patronise their firms (or not), based on how they behaved during these challenging times. I received an email today with a lot of fluffy bromides from the chairman of Canada’s largest employer...
