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Hotel Fire, Business Processes and Customer Satisfaction
“Service isn’t something you can turn on and off. It requires a great product, training and giving our associates the tools they need to serve our guests.” -Bill Marriott I don’t know of any...
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Where is Your Corporate Culture Located?
Seek and ye shall find, but only if you are looking in the right place! A policeman was walking along a dimly lit street at night and noticed a man on hands and knees near the lamp post. The man was...
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Employee Engagement or Strategy Engagement?
When we were kids, we used to play a silly word game called “Which would you rather?” Basically someone would ask you to choose between to gross or disgusting things. For example: “Would you rather...
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How I First Understood About Corporate Culture
In the executive suites today, the concept of corporate culture is the new black. It seems that everyone is talking about the importance of culture, the impact of culture, and of course, the need for...
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Can You Rely on Your Corporate Culture?
Facts from paper are not the same as facts from people. The reliability of the people giving you the facts is as important as the facts themselves. ~Harold S. Geneen Reliability is an important issue...
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Why Customer Insight is So Elusive
The holy grail of many organisations is to be so close to the customer that they truly understand the “world of the customer” (not just the “voice of the customer” – VoC) and all the ways the customer...
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Just What Is Effective Leadership?
Leadership is like the Buddah with many faces! Under certain circumstances, leadership can look very different and the responsibilities of leadership change depending upon the situation. Some call...
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The Written Culture and the Default Culture . . .
Suppose you work in a company that has Superior Customer Service as one of its Core Values, Best-In-Class Customer Service as one of its key Strategic Objectives, and a company metric related to...
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A Test for Accountability . . .
Those with a mindset of accountability make things happen and get results. Those without accountability make excuses and have ample reasons for their lack of results! Success in life, success in...
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The 3 Deadly Sins of Poor Leadership: Part 3
In previous postings I began a series on the sins of poor leadership. The first article, Part 1, focused on not moving fast enough to replace poor performers, either for performance or behavioural...
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