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Being “customer-oriented” boils down to one idea: helping people. As simplistic as it sounds, this ethos is the key to making it work as an organization. While there are many skills you need to help customers effectively, there’s a more profound outlook that informs the daily actions of customer service all-stars. The core characteristics that make a company customer-oriented add up to the ability to fulfill the ultimate purpose of helping people, regardless of challenges along the way.
We posted this question as an icebreaker in our HR Superstars community , because we figured if anyone is going to share vulnerably immediately, it’s going to be Human Resources Professionals (aka People Ops): . What one aspect of your HR role has kept you up at night in the last week? ??After reading through the myriad responses, I am even more in awe of HR leaders (and I used to be a Chief People Officer!
Technical degrees might open doors—but it’s the soft skills that keep them open. In the face of disruption, evolving workplace dynamics, and rising expectations of leadership, soft skills like communication, emotional intelligence, and presence have become core business essentials—not nice-to-haves. Inspired by stories from her father coupled with her own career journey, seasoned executive Chandra McCormack breaks down how to lead with impact, connect with purpose, and cultivate a workplace cult
Photo by Adem AY on Unsplash. I recently enjoyed a few days of rest with Margaret, my wife. We were able to spend time together doing the things that we love, right in the middle of the busy summer season. Now that COVID restrictions are changing, in-person events are coming back, which means my calendar is filling up again with incredible opportunities to add value to leaders all around the world.
Do you have friends at work? According to a survey at Olivet Nazarene University, 82% said they do and in fact, on average they had 5 friends at work. 29% would even describe one as a best friend. So, it’s likely that your answer to the question I posed above was yes. And when I […]. The post Do You Have Friends at Work? – Remarkable TV appeared first on Kevin Eikenberry on Leadership & Learning.
There are many excellent reasons to create and publish FAQ content for your product. First, 70% of customers prefer to use a company’s website to get answers on their own. Having a knowledge base full of how-to articles and answers to frequently asked questions empowers your customers to find their own solutions to the problems they’re encountering.
There are many excellent reasons to create and publish FAQ content for your product. First, 70% of customers prefer to use a company’s website to get answers on their own. Having a knowledge base full of how-to articles and answers to frequently asked questions empowers your customers to find their own solutions to the problems they’re encountering.
You’re a colossal screw-up if you believe success hingers on skills. It doesn’t matter how skilled you are at delegating, for example, if you’re a dishonest jerk-hole. Hitler was an exceptional communicator.
Organizational culture is the glue that keeps organizations together. Knowing the different types of organizational culture helps you understand how to shape the culture at your organization as the organization develops over time. Let’s dive into the different types of organizational culture, their main characteristics, and advantages and disadvantages.
15Five is happy to announce its newest integration partnership with Gusto, the leading payroll, benefits, and HR technology for business of all sizes. This best-of-class, two-way integration allows companies like yours to streamline HR, payroll, and performance management processes so you can spend more time on your company’s strategic initiatives and less time on manual data entry.
Join us for a thought-provoking exploration of the rapidly evolving HR landscape as we examine how technological innovation, regulatory changes, talent strategies, and evolving diversity approaches are reshaping the profession. This webinar will provide HR professionals with practical insights on leveraging AI and emerging technologies while maintaining compliance in an increasingly complex regulatory environment.
When we think about innovation, we often think of the big home-run idea – the kind books are written about and dreams are made of. We get starry-eyed at the prospect – and then discouraged that we aren’t creative enough and could never be that innovative. But what if we thought about innovation differently? What […]. The post Big Little Breakthroughs appeared first on Kevin Eikenberry on Leadership & Learning.
Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. These are their stories — along with some tips to help you avoid ending up on this list next time we update it! 1. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.
Our granddaughter and her friends feel sad and stressed these days. Who could blame them? She’s sixteen. Dahlia happily told us about her new job while we ate lunch.
An HRIS is the backbone of your HR technology because it centralizes all HR data. That’s why you need to select it carefully based on what your organization needs. Here’s an HRIS requirements checklist to help you find the right vendor. Contents Why have an HRIS? Choosing an HRIS Key HRIS requirements & features checklist. Why have an HRIS? An HRIS (Human Resources Information System) is a software system that simplifies the management of HR processes and data.
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Accomplished leadership and executive coaches Bill Berman and George Bradt have discovered over the past 30 years that: People lose their ability to influence others and impact the organizations they work at because they are not focused on the most essential, mission-critical business and cultural priorities of the organization. From CEOs to first-line managers, Berman and Bradt explain that too often individuals are unintentionally misunderstanding critical aspects of their job.
There’s a popular fable about a frog in a pot of water. The premise is that if a frog is put suddenly into boiling water, it will jump out, but if the frog is put in tepid water which is then brought to a boil slowly, it won’t perceive the danger and will cook to […]. The post Do You Notice What is Changing? – Remarkable TV appeared first on Kevin Eikenberry on Leadership & Learning.
When thinking about education, most of us tend to think only about teachers and other administrative staff — frontline workers, so to speak. It makes sense; frontline educators are incredibly important and often underappreciated. In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole. In order for frontline educators to do their jobs successfully, they need access to things like books, software, and various other supplies.
Retaining top talent in 2025 means rethinking benefits. In a competitive job market, fertility benefits are more than just offerings - they are a commitment to your team’s well-being. Gain critical insights into the latest fertility benefits strategies that can help position your organization as an industry leader. Our expert will explore the unique advantages and challenges of each model, share success stories from top organizations, and offer practical strategies to make benefits decisions tha
Businesses range in size and structure across hundreds of different industries. HR is one of the essential functions in any business, whether there are ten employees or thousands. But to function optimally, there needs to be a clear team structure that enables each individual to cope with the needs of the organization. A human resources organization chart helps HR departments—and your employees—navigate that with ease.
Our long-time partner, Sonja Blignaut from More Beyond, shares her insights on human factors within the realm of "complexity". She addresses the notion that, if we force too much change on people, we compromise their sense of coherence. Ultimately we need to think about limiting the change in progress, the same way we limit work in progress within agile transformations.
Diversity, Equity, and Inclusion has been changing the business landscape for some time, and have especially picked up speed within the last year or so with renewed commitment from HR and other business leaders to build diverse workforces and leadership teams. While we still have far to go, I’m inspired by the momentum here, and the rising movement to expand the conversation beyond DEI to also discuss the element of Belonging.
2024 has tested every organization, and 2025 promises no less - the warning signs are everywhere. If you’re relying on superficial approaches to diversity, you might find yourself scrambling to catch up. Thought diversity - the fuel for new ideas, fresh perspectives, and disruptive innovation - is more than a buzzword. It's a survival strategy. And if you’re not building it into your workplace culture right now , you’re heading for trouble.
You have more influence than you realize. That is true for all of us – but for leaders it is doubly true. Many leaders have underestimated the power of their example as they worked remotely from many or all of their team. The truth is, you are leading by example, all the time. Perhaps you […]. The post You are Leading by Example (Even When People Can’t See You) appeared first on Kevin Eikenberry on Leadership & Learning.
When starting a company, finding the right customer service tool isn’t always at the top of the priority list; you’re more focused on getting customers and proving out your idea. Then, one day, a customer sends you a question. Then another. And another after that. Eventually, you’re regularly fielding questions from customers and may find it challenging to manage all the incoming requests.
The gap between responsibility and ability is where stress lives. Your boss assigns a task that stretches your skillset or overstuffs your schedule – stress!
What is one tip you have to help reduce employee turnover? To help business leaders reduce employee turnover and, in turn, increase the employee retention rate , we asked HR professionals and business leaders this question for their best tips. From rewarding continued growth to providing clear job expectations, there are several strategies to help you decrease turnover and grow your business for years to come.
Employee recognition has often been deemed a "feel-good" initiative, tied closely to rewards. While we understand its importance, we tend to associate recognition with intangible outcomes like engagement and sentiment, rather than direct impacts on retention and high performance. In today’s workplace, the true ROI of recognition lies in its ability to regenerate tangible, business-driven results.
We all know that having a non-existent DE&I program hurts your brand's value. But do you know how to lay the groundwork for a successful diversity program? It is achieved through intensive diversity training. A diversity training program is an essential step towards creating a great company culture. But did you know many types of diversity training leaders can choose to promote tolerance and equality in the workplace?
About the Customer: Birge & Held is a national, private equity real estate investment firm, headquartered in Indianapolis, Indiana. Since its inception in 2008, Birge & Held has acquired more than 12,000 units and has more than $1 billion in assets currently under management across the country. There are currently 400+ Birge & Held employees.
Wherever there are people who gather, there is culture. Culture is – the way we do things around here, how you succeed around here and the collective stories we tell. And right now, as we find ourselves slowly emerging from the pandemic, there are three cultures that we can adopt. In the video below, I’ll […]. The post Your Next Culture Will Be a New Culture – Remarkable TV appeared first on Kevin Eikenberry on Leadership & Learning.
Every industry has its nuances. Perhaps there’s specific terminology to learn or a heavier focus on one type of metric over another. Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.
With a staggering 92% of CEOs prioritizing skill development, and 84% struggling with transformation, mastering upskilling is now more critical than ever. Drawing on extensive research and collaboration with hundreds of leading organizations, discover key hurdles and innovative best practices in workforce upskilling. You'll walk away with a deep understanding of how to build a culture of continuous learning, expert insights into assessing the current skills of your employees, and a strategic too
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