11
Dec

Why is this store SO HAPPY?

A retail store where EVERYONE is happy (including me as a customer)? How is this possible? On a busy Saturday in November (just when the Holiday shoppers are out-and-about), I encountered an assortment of Home Hardware Associates. ALL were happy, friendly, helpful, and knowledgeable. They all took initiative, and seemed to genuinely take pride in their …
11
Nov

IKEA I am WOWed! New President! New Customer Experience!

IKEA you have WOWed me! I didn’t know that was possible. Two places that I hate to be: Walmart – during the holiday season IKEA – on any given Saturday. I know I am not alone in this! I know, I know – so many of you are dedicated to the uber modern IKEA. Although I hate shopping at the store, I do like their furniture, and their price …
24
Sep

How to create a disengaged employee in 4 easy steps…

1. Don’t include your employees in the big-picture purpose of their role. This means that when your employees are working, they are completing their tasks – without thinking of the bigger reason why they are completing their tasks. Unfortunately, they won’t feel connected to the company, and they won’t be strategically aligned with overall company …
30
Dec

Seven Time Management Tips I Am Putting To Use In 2014

I am not one for New Year’s resolutions, but I do find it helpful to reflect on the past year and think about ways to make improvements on your life and work for the upcoming year. As I am reflecting on the past year, I am realizing that I have been BUSY with my business. Very busy. In fact, I’ve gotten out of touch with friends and family …
02
Jul

Save your company from the undead with a 10th man business strategy

It happened again. I stepped away from work for an evening to enjoy a movie and some time with family… and the next thing you know, I’ve been inspired by World War Z to write a blog post about business strategy… (I apologize ahead of time for the zombie puns). First of all, if you haven’t seen the movie and enjoy zombies, it’s …
26
Apr

Building a Culture of Innovation – 12 Innovative Touch Points

Innovation is a huge buzzword nowadays – from the HRPA 2012 conference where many of the keynote speeches focused on innovation, to twitter chats like #peoplechat and #tchat about innovation, it’s having a huge impact on the HR profession. Of course, with my focus on Innovative HR, it’s also a slight obsession of mine. I believe that …
12
Dec

My Mechanic’s Secret to the Customer Experience

This morning I had the pleasure of visiting my auto mechanic. I know, that’s a strange statement in itself – I mean, how much fun is it to take your car in for a repair? But Brucedale Garage in Hamilton is different. My family has been taking our cars there for years, and so have many other satisfied people. “I truly appreciate your …
31
Oct

12 key steps to shaping organizational culture

Organizational culture is defined by BusinessDictionary.com as: “The values and behaviours that contribute to the unique social and psychological environment of an organization.” Every organization has a culture. Whether it is a positive one, or the one that is desired by C-level leaders, is a different question. If an organization wants …