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What is strategy, anyway? Many people equate strategy with having a plan or thinking deeply about an issue. However, strategy has a specific definition and plays a crucial role in driving success within your organization.  Let’s look at the most recent evolution of the definition. What strategy was In the past, strategy was often simplistically…

We talked about making the customer experience easy for customers.  But what about making it easy for our employees?  Employees should be able to get through the process easily.  That saves them energy and time for what truly matters: customization, problem-solving, and creating a memorable experience. Making it easy Make sure your employees are well-trained…

You’re at a concert, eagerly awaiting your favorite band to take the stage.  You know every word to every song, yet you still feel a sense of excitement and anticipation. Why?  Because even though the experience is familiar, it’s still incredibly satisfying to hear it again.  The same is true in customer experience.  What customers…

Let’s face it, job descriptions can feel a bit stale.  Every business in every industry has the same ones. Sales Manager, Marketing Coordinator, Customer Service Rep, Admin Support, and more.  But do these titles really capture the essence of what the job entails? Do these titles make the job feel tied to your business? From…

Your time is precious.  You don’t like it when another person or business wastes your time.  And your clients don’t like when you waste their time.  Client time There’s only so much time you can spend with your clients. No matter how complicated or involved the work you’re doing, they also have their own jobs…

You know whenever you call a meeting at work, all your employees jump up for joy and yell, “Yay! A meeting! I can’t wait!” Well, no, this probably doesn’t happen.  Meetings are rarely met with this exuberance. Memes about how awful meetings are get shared every single day.  But it doesn’t have to be this…