Celebrating Employees to Create the Customer Experience

Celebrating Employees to Create the Customer Experience

Working with an amazing org on bringing emotional intelligence more fully into their culture in order to create a better customer experience. They offer a mission-critical, expensive, serious service and they have long-term customers: Relationship is lifeblood for this business.  They want customers to have a fabulous experience, even when there are issues.  We know that […]

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Surprise… Your People Affect Your Customers

Surprise… Your People Affect Your Customers

I was telling a friend about a recent meeting with a senior leadership team: “It was a great meeting because they immediately ‘got’ that the way they treat their people affects the way their people treat their customers.” My friend (who is very non-corporate) laughed, “Even I get that!” This seems like an incredibly obvious […]

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Performance, People, and Pressure: 2010 Workplace Issues

Performance, People, and Pressure: 2010 Workplace Issues

Note:  The 2012 Workplace Issues Report is online here. The 2010 Workplace Issues Report captures input from 279 leaders and employees from a variety of sectors around the globe.  They said… 65% of the pressing issues are on the people side, 35% on the financial/technical side (but in 2007 it was 76/24). Even in the […]

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The Motivation Iceberg

The Motivation Iceberg

This simple, clear model shows how different motivators drive different kinds of performance — and helps managers, leaders, parents, educators — anyone concerned with motivating others — consider how to use their emotional intelligence to fuel lasting motivation. This model is presented in the “Motivation from the Inside Out” module in the Developing Human Performance […]

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John Mackey of Whole Foods on Hiring Leaders, Management Trends

“…for leadership positions, emotional intelligence is more important than cognitive intelligence” – John Mackey, CEO – Whole Foods – Inc Magazine – July 2009 Here’s an excerpt: Q: What traits should I look for when hiring for a leadership position? A: My philosophy about this has definitely evolved over the years. I understand people a […]

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