The Employee Engagement Disconnect

Are you doing right by your organization or by your customers? These should be the same thing. An “and” not an “or.” The answer should be “both.” What improves the business should also improve the people the business serves. I...

The Achilles Heel of Marketing

We talk a lot about content marketing. Of course, the “quality” of said content also matters. And quality is sometimes hard to quantify. (There is an “I’ll-know-it-when-I-see-it” element to quality.) There’s another element we...

Are You Approachable?

Walk into any store, restaurant, theatre, medical office, workplace, or other “bricks and mortar” location and the customer experience is all around you. You can gauge how the business feels about its customers and guests. Are staff smiling, welcoming, and helpful or...