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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Celebrating Mary Oliver
Mary Oliver passed away last week. For those who loved poetry and nature, Mary Oliver was a muse, an inspiration and a lyrical writer. Famously, and metaphorically, she wrote in her poem "The Summer Day", “You do not have to be good. You do not have to walk on your...
The Employee is the New Customer!
Our understanding of the role of corporations has moved through a series of evolutions. It was generally accepted 50 years ago that the main purpose of a corporation was to increase shareholder wealth. Economist Milton Friedman cemented this thinking in our culture...
Turning Your Passion into Your Calling – How Far Will You Reach and Stretch in 2019?
This is a longer blog than I usually write, but it is a topic that has come up frequently in my coaching and consulting work recently. What follows is an edited extract from my book, "The Spark, the Flame and the Torch". I live what, to some, might appear as...
Holiday Stocking Stuffer Idea
A Love Story: An Intensely Personal Memoir, is the story of my soulmate Tricia's and my remarkable 30-year journey together, using poetry I had written privately to her over the years, woven through the narrative. I write about leadership, so this a big departure for...
A Gift For You
There are angel cards, medicine cards, tarot cards, astrology cards, animal cards and an endless number of other cards that appeal to a wide array of interests. But in my work with leaders across the world, I noticed that no one had created a set of cards for business...
Aren’t the “Soft Skills” the “Hard Skills”?
I wonder why we call the easy stuff—like technical skills, professional mastery and STEM subjects—the “hard skills” and the really difficult stuff—like inspiring other people and leadership—the “soft skills”. This seems upside down to me—the “soft skills” are the...
The Shortage of Inspiring Places to Work
Business leaders are crying the blues about the so called, “shortage of talent”. Tomas Chamorro-Premuzic, a Professor of Psychology at Columbia University, where he teaches MBA students. says that when he began teaching MBA students they all wanted to work for...
2018 EDGE (Educate Discover Grow Execute) Conference
On October 4th, 2018, MacKay CEO Forums is holding a one-day conference at the Hilton Toronto. The theme is “Embracing Innovation and Technology”. Keynote speakers include Peter Diamandis and Amanda Lange (see the agenda here), and if you want to know about blockchain...
The Passionate Workforce: Creating Companies that Inspire Customers, Shareholders and Employees
A client recently asked me to support them in enhancing their culture and raising the performance of their team. Following our discussion they told me that they wanted to focus on “more technical and practical things” first— like, improved writing skills, better time...
Ageism
According to The World Health Organization: Today, there are around 600 million people aged 60 years and over worldwide. This number will double by 2025 and will reach two billion by 2050, with the vast majority of older people in the developing world. I...
Never Give Up On Your Dream!
In the early 2000’s I conducted research to find out what characteristics were common among great leaders, both living and deceased. I learned that first and foremost, great leaders have a powerful connection to a higher purpose—the reason they are here on Earth—what...
Going, Going, Gone!
The Kindle version of my latest book, The Bellwether Effect, is on sale on all Amazon and Indigo websites for US$0.74 (CDN$0.99). This offer ends Sunday night June 30 after which the price will increase to $12.95 US. So please take advantage of the remaining few...
