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Communicate Like You Mean it & Eliminate CRS
- May 25, 2018
- Posted by: Hillary Feder
- Category: Employee Engagement
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How many times have you heard or read something that you later have a difficult time recalling? It struck a chord at the time, but all the messages your overtaxed brain receives from multiple channels keep you from internalizing the main point(s). We are constantly processing, so we regularly experience CRS (can’t remember stuff).
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Aligning Client Experience with Brand Expectations
- April 2, 2018
- Posted by: Hillary Feder
- Category: Customer Experience
Do your clients see what you want them to see? Or are you falling short in delivering the customer experience that your company’s values, voice, and brand convey? Aligning the customer experience with the brand’s promises is critical for credibility, trust, sales, and client retention. A case in point follows, courtesy of my daughter’s unfortunate experience.
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To Err is Human
- February 27, 2018
- Posted by: Hillary Feder
- Category: Customer Engagement
It’s highly likely that if you’ve been in business long enough, you’ll make a mistake that impacts a client. When it recently happened to my company, we handled it in a way that simply seemed right. But we learned a valuable lesson that I think you’ll not only appreciate, but also will be surprised by.
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To Heck with “Safety First”: Be Bold & Grow
- January 10, 2018
- Posted by: Hillary Feder
- Category: Company Growth
Happy 2018! Don’t you just love the smell of a fresh start?! Swelling health club parking lots and vigorous pursuit of healthy eating confirm that human nature values improvement. Alas, good intentions are often overwhelmed by previous habits (But that’s another story!).
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Ending Silence
- November 28, 2017
- Posted by: Hillary Feder
- Category: Employee Engagement
We are a “now” society, thanks to technology and apps that make us super efficient. The downside is that we are less patient, which can be a stumbling block in overcoming business challenges that require long-term solutions. One example near and dear to Hillary’s is transforming corporate culture. Unrealistic expectations about time and commitment can tempt organizations to leap over essential steps and totally undermine the process.
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I Felt the Burn – A Customer Experience Gone Wrong
- February 6, 2017
- Posted by: Hillary Feder
- Category: Client Engagement
I recently was on the receiving end of a customer engagement experience gone wrong. Hoping that my loss is your gain in wisdom you can use to make your client engagement experience remarkable
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People are People First…and Always
- November 7, 2016
- Posted by: Hillary Feder
- Category: Company Engagement
Businesses rely on proven processes—performing steps in a proven manner that consistently results in successful outcomes. It’s a totally logical best practice for achieving goals. Yet the people who are trusted to execute those processes correctly with their discretion are critical. And while competency is fundamental, their willingness to exert discretionary effort is what separates the wheat from the chaff. Therefore, organizations that deeply connect with their people are most likely to shine.
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Smallest Actions Make Huge Impact
- July 26, 2016
- Posted by: Hillary Feder
- Category: Creating Emotional Connections
In a project update conversation with a client (Sandy), I asked if she had special plans for the weekend. Her expression fell as she told me, “I’m flying to D.C. to spend the weekend with one of my dearest friends (Cathy) who is struggling with cancer.”
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Onboard Like You Mean It
- March 8, 2016
- Posted by: Hillary Feder
- Category: Employee Engagement
A few weeks ago I attended a Women in Business event. I met and struck up a conversation with Alyssa, a 30-something who had recently accepted a new job for a transportation management company. She shared how eager and excited she was to start and yet how frustrating the first few weeks had been.
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Transforming Trade Show Panic into an Engaging Experience
- December 7, 2015
- Posted by: Hillary Feder
- Category: Company Engagement
It happened again last week when I received a call from a relatively new business acquaintance with an urgent plea for help. “I’m exhibiting at a tradeshow in 4 weeks, and I need something to give away!”