I laughed a little the other day when asked this question. Customer Focused means so many things - the vision - the values - the mission - the standards - the teachings - the culture - the language - the way things are prioritized - the way people are promoted - the way people are hired, oriented, paid, challenged and developed - what we talk about in our meetings and how we share it - what we measure, what we reward, how we allocate resources - how we communicate and even how we do the math. (Do you know your retention or loyalty rate? Your NPS? How highly your employees rate you as good/great to work for?)

What Does Being Customer Focused Really Mean?

I laughed a little the other day when asked this question. Customer Focused means so many things – the vision – the values – the mission – the standards – the teachings – the culture – the language – the way things are prioritized – the way people are promoted – the way people are…

What’s the Value of Happiness?

A few years ago I was sitting on a plane bound for Chicago when I found myself in conversation with my seatmate. He was the CEO of a midsize company, so of course our conversation turned to business. He asked me why I was headed to Chicago and I explained I was off to give…

What’s the First Word of the Year?

The very first sentence we say to each other at the very first moment of a New Year is “Happy”. The very first word we shout as the ball drops is “Happy!” Our very first wish for each other at the beginning of a new year is a wish for happiness. One would think that…

Holiday Message 2011

“Let yourself be silently drawn by the strange pull of what you really love.” Rumi Before this year melts into next, take a little “Time in” to reflect, remember, review, re-frame, relax, rejuvenate and then, reawaken that childlike quality within you that is in its essence pure joy, pure wonder. Take a glance back and…

Amp Up Appreciation – A Thanksgiving Practice

Thanksgiving is nearly here, the kick-off day to the holiday season when we’re all supposed to count our blessings and give thanks for the good in our lives. I say “supposed to” because, if you know me, you know I believe these are things we should be doing every day, all year ’round! No matter…