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SOLVING THE TOUGHEST MANAGEMENT CHALLENGES—TOGETHER
Energize and Sustain Communities of Passion (CoPs) by Building Virtues into the Organization’s DNA
CoP's are "a group of people organized for a specific purpose around a shared set of values; who collectively care deeply about the purpose, adhere to the shared values and are selfless in their pursu
on June 12, 2011
communities of passion
Voice of the Customer
8 Reasons For Killing Annual Performance Reviews
No one likes annual performance reviews. Managers hate doing them and employees hate getting them. Instead of wasting time on this, I suggest totally eliminating the annual perforance review.
on June 30, 2015
annual performance review
Increase salaries and get better performance
Customer service professionals nurture a company’s most important assets – its customers –, but they are also some of its lowest paid employees.
on June 12, 2015
The First Line Manager: Customer service is critical to creating goodwill.
I was cleaning out my closet and came across a customer service training video the Western Division of Alabama Power made in 1984.
Jim McGriff, Jr.
Jim McGriff, Jr.
on June 27, 2019
The one key to making a giant leap upward
Our basic leadership strategy today can be summarized in five words: “Do This, Don’t Do That.” And nearly every management innovation today is nothing but a variation of that fundamentally flawed stra
on October 1, 2010
setting strategy and direction
Building a Frictionless Company
So often, we set our company policies with a desire to balance customer interests against our own. But what if we designed a company to be
completely customer focused
on November 11, 2011