Building a culture that is sensitive to the ‘moment of truth’ is the precursor to being able to reach new heights in quality, innovation, and service delivery for companies. The ‘moment of truth’ is that short period of time when a customer interacts with a brand, product, or service to form or change an impression…
“When employees are kept informed instead of projecting an attitude of ‘I just work here’, they come across to customers as ‘I can help because I am in the know’” – ANON Whilst it is true that any possibility of a “personal touch” and “face-to-face” experience has been taken out of customer interactions, almost totally…
During the past year or so, I have been working with a number of companies on enhancing performance, and subsequently results, through refocusing these business entities on employee engagement and quality leadership processes. Creativity and strategic thinking has not just been left to senior management as their responsibility, but the need for thinking strategically has…
Having family and friends around over New Year is always special, giving one a chance to catch up with the progress of each other’s lives. We currently have friends from Huntsville, Texas, staying with us for a month. Huntsville is a small city of 38 500 inhabitants, has Sam Houston State University (with 18 000 students) and is…
