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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The Responsibility to Use our Voices
For better or worse, as a result of the career I have chosen, I am blessed to have a voice, a platform, and an audience. All of us, whether we have a voice and a platform or not, have a responsibility to speak up in these pivotal times, because we have a chance to...
Good Timber – from Inspiration in the Cloud
During our "Inspiration in the Cloud" Zoom video call today, I shared this poem with all of the participants who joined our weekly 30-minute inspiring conversation. The poem is starkly gender-insensitive, but, remember, he died before I was born! (Honestly, I...
The Calf-Path – Lessons for Life!
This is a lovely poem which I read this morning during our "Inspiration in the Cloud" public Zoom call. It speaks so well to the notion that we are all connected and we are all ONE! Please join us again next Thursday at 1100 EST - you can register here:...
How Will You Choose to Be During Your COVID Quarantining?
COVID-19 – The Best Wake-up Call Humanity Has Ever Experienced?
Yes, we are probably going to have a recession. Yes, it is going to be very painful. As a leading physician has written, we are in for "some long and dark days ahead ". BUT........ Supposing this was the best wake-up call humanity has ever experienced in the last 100...
How to Be Inspired (and Inspiring) in a COVID-19 Era
You don’t need any message from me about what to do (social distancing, hand-washing, etc.). So let's look at this a little differently..... We have all been given the gift of time – what will you do with your gift? We have a golden opportunity to use this gift...
Leadership Models
In my day-to-day work with leaders globally, my conviction that leadership is broken becomes stronger with each new business model that I see. There is no laboratory better than the C-suite for observing the dizzying array of leadership models, and all their...
The Myth of Stress
A Buddhist parable tells the story of a monk confronted by a fierce tiger while on a quiet walk. The monk becomes motionless. He knows that just beyond him is a cliff and just below that cliff is the rocky shoreline and the turbulent sea. The monk is caught between...
Why Performance Management Programs Fail
Every Performance Management system I have ever seen over the years has typically focused on one thing: employee productivity (aka performance). In one case, I saw a program developed by a large international consulting firm for...
Thank you!
A global survey of 22,000 corporate leaders just voted me the 4th ranked Leadership Coach in the world, and also the 21st ranked Leadership Authority and Speaker. It is a privilege to be counted among 30 brilliant peers and souls from across the globe. While I accept...
Are You Part of the Problem? Or Part of the Solution?
I don’t know about you, but I have noticed myself complaining more than usual lately—about polarized politics, climate change inactivity, religious intolerance, and most of all, about the inability of so many people to “hear” others and their views, with respect and...
Right Intention; Wrong Solution!
In my most recent book, The Bellwether Effect, I list the eight things that we tend to do in modern organizations that turn off (demotivate) employees so thoroughly that 80% of the population would give up their day jobs if they had a free choice. (I also describe the...
