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Prevent the Silent Client Escape Customer Dis-Service, Failure to Deliver Feeling pretty great about how much your customers love you and your company? Well, here’s a bubble-buster: Even when customers would kill for your brand, they will walk away after a couple of bad experiences. The kicker is that in most cases, they won’t even

Unlock Generational Codes to Attract, Engage & Retain a Successful Workforce Not all of us are fortunate to work in a “sexy” industry that resonates with prospective recruits and energizes employees. Most organizations have to work at recruiting talent and engaging employees. If your employee engagement and retention efforts aren’t looking great, you could be

As I began to write this article, “The Times They are a Changin’” was playing in my head (don’t miss “A Complete Unknown”). Why? Because I’m on a mission to change how branded products are regarded. If you think they are mere stakeholder gifts that convey fleeting expressions of appreciation and recognition, hop aboard a

Avoid the EX Gap Trap I often hear business leaders confidently express that their practices are “dialed in” to their employees and that their team is connected, motivated, engaged, and committed to the work they are doing. However, in many of these cases, I’ve learned that good intentions and a rosy outlook are no substitute

The things that matter most in life aren’t meaningfully measured on a bottom line or in dollars and cents. What truly matters is the emotional currency that bonds people to people. Actions that demonstrate care and nurture the soul speak louder than words and can have a long-lasting impact on how we live our lives.

My September article discussed the challenges that uncertainty presents to business leaders’ ability to lead as well as the toll unpredictability inflicts on all of us as—low morale, diminished motivation, and disengagement. Leading through disruption and volatility calls for a different set of leadership skills. In addition to providing some tactics that help manage those

Over the last 10 years, I’ve assisted my two children with their new little ones for the first few weeks to help them get their sea legs for the role. It was a gift to them and me, watching your children take on new roles as parents. I truly relished being welcomed and trusted for

The good old days, characterized by familiarity, dependability, and stability, have been replaced by continuous disruption. Rapid technological change, political polarization, global instability, fluctuating economic indicators, and even pandemic PTSD have made uncertainty what is being referred to as the “new normal”. The resulting unpredictability and unknown is enough to take a toll on us,

Last spring, I received a note from the National Retail Federation (NRF) that I had been nominated as a retail advocate champion. This was not on my radar. I was surprised, humbled, and honored. Over the next couple of months, there was an interview process followed by an invitation to attend the NRF’s America’s Retail

Prepping for the lesson Last November my granddaughter Raya called me super excited about a field trip she would take in January 2024. The conversation went something like this: Raya: “Nana, will you volunteer to come to JA BizTown with me on a class field trip?” Me: “Raya, tell me more about JA BizTown, what