The economics of leadership

What is the value created for employees in terms of providing them with an inspiring and an empowering working environment? What is the value created for customers through the meaningful products and services? What is the value and impact created and generated for all stakeholders? What is the overall impact of the whole organization? Is […]

Customer experience

Customer experience is employee experience. If employee experience is poor, customer experience is terrible. Most businesses pay less attention to their employees and focus on the fulfilment of their customers. Most companies invest hugely in upgrading their CRMs and IT systems to improve the customer experience. They give so much attention to the IT element […]

A great customer service becomes greater

A great customer service becomes greater when the customers are no longer viewed and treated as paying customers. It all starts with eliminating the idea of “Paying customers” from the minds of the customer service agents and officers. The responsibility hinges on the leaders’ shoulders to advocate the right leadership approach in the whole organization. […]