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Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to
“You are doing great this week, Sophie. Your sales are up 70 %, which puts you in the first position on your team’s leaderboard. But you still have a lot of open opportunities, so keep up the good work!” Receiving performance feedback helps employees to grow. It encourages learning and rewards good performance. But what if an algorithm provides the feedback instead of a human manager?
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
agile42 is proud to present a new TV series format: Scrum Survivor! Three software development teams of 7±2 people will battle it out on reality TV. Who will be the winner? Read on for an exciting behind the scenes interview. Continue reading Scrum Survivor at agile42.
If you’ve ever had to navigate a canoe down a winding, obstacle-heavy river, you know how important it is that the bow and the stern are synchronized. For a minute, I want you to close your eyes and imagine your business as a canoe and the river as the specific market or industry in which you operate. Think of the rower in the front of the boat (the bow) as your organization, providing power and forward motion to your business.
Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning. It’s not just about a single action but the accumulation of activities over time.
Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning. It’s not just about a single action but the accumulation of activities over time.
You’re like a dog chasing a car when you earn a promotion. After you catch it, what do you do with it? You earned a new job, project, or promotion. Now what?
If you are reading these words, you have experience with, thoughts about, and a wide variety of feelings about work. For many of you, your experiences, thoughts, and feelings have changed over the last year. While our personal experiences are valid, maybe it is time develop a better understanding of work in a broader context. […]. The post Work: A Deep History, From the Stone Age to the Age of Robots appeared first on Kevin Eikenberry on Leadership & Learning.
Since early last year, many companies have found HR technology to be crucial for running effective businesses when staff are in remote locations. This technology has also been essential for helping teams to provide virtual benefits. Sharing information with remote employees is easier with the proper tools and resources. That’s why more businesses are focusing on implementing different technologies that can help them stay compliant, monitor time efficiently, manage payrolls, and drive engagement.
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.
I’m thrilled to share the news that 15Five has acquired Employee Engagement Measurement company, Emplify, and to reveal the new 15Five: The only human-centered performance management platform that combines software, education, and community to help create effective managers, highly engaged employees, and top-performing organizations. This is a significant milestone in our nearly 10-year journey to accelerate a world of work where true, sustainable success in business can be achieved by supportin
For customer service teams, the support queue shapes their work lives, shifting from a trickle of questions to a raging torrent of customer confusion throughout the various seasons of a business. Understanding and managing the power of the queue is critical to a sustainable customer service organization. The art of the support queue. You might well ask, “Why do we need a whole article about dealing with a list of questions?
Listening increases the value and impact of your words. “The biggest communication problem is we do not listen to understand. We listen to reply.” Stephen R.
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.
LinkedIn’s latest Workplace Confidence Index was published last week and it tells several interesting stories. 50% of all respondents state that job or work flexibility is the most important factor for them if they are looking for a job today. It is now the top of the list, and the fastest rising factor since their last […]. The post Work Flexibility is Quickly Becoming an Expectation appeared first on Kevin Eikenberry on Leadership & Learning.
When I started my leadership podcast almost 10 years ago, I had a very simple goal - I wanted to create a platform where I could get the chance to talk with some very smart and really cool people. That’s why the first guest I had on the “Leadership Biz Cafe” podcast was Guy Kawasaki. But I have to admit all these years later, I never thought that the journey I started with this podcast would open the door for me to have a one-on-one conversation with Tom Peters.
Over 80% of recruiters believe that culture has become a prominent factor in the selection process. Yet, many organizations still struggle with conducting an effective cultural fit assessment. How can you make sure that your cultural fit assessment adequately evaluates your candidates’ culture fit? Contents What is a cultural fit assessment? Why use a cultural fit assessment?
If someone told you they were starting a clothing line where everything was one size fits all, you’d probably pass on investing. With so many different body types and fit preferences, the reality is that one size fits all simply doesn’t work. Though it’s hard to imagine with clothing, the truth is lots of software operates on a one-size-fits-all model.
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
You might know that I grew up on a farm. And on a farm, you work late into the evening when needed. You see, my Dad was a night person. So it was not uncommon for me to work very late into the evening. Because of this, I grew up thinking I was a night […]. The post When Are You at Your Best? – Remarkable TV appeared first on Kevin Eikenberry on Leadership & Learning.
During a recent conversation with a group of executives about the growing importance of empathy and leadership, a few leaders brought up the issue of addressing failure and the importance of not only “failing fast”, but making sure efforts are made to understand what can be learned from this setback. As we didn’t delve much further into this subject, it got me thinking that this would be a great topic to bring up in my Leadership Espresso Shot series.
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.
The past year hasn’t been easy on anybody. Even more so for the employees. In addition to worrying about the pandemic and the isolation bought on by it, people with jobs had additional concerns about their job insecurity. Do you know the one thing that is worse than losing your job? It’s losing your job during a pandemic. With many businesses around the globe being forced to lay off the majority of their workers, such fears of being laid off are understandable.
For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. A 25% difference in activation increased MRR by 9.3% more than the same percentage increase in acquisition, and 3.3% more than the same percentage increase in retention.
Hey, HighScalability is back! This channel is the perfect blend of programming, hardware, engineering, and crazy. After watching you’ll feel inadequate, but in an entertained sort of way. Love this Stuff? I need your support on Patreon to keep this stuff going. Do employees at your company need to know about the cloud? My book will teach them all they need to know.
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.
I. Love. Auctions. And I love pretty much any type of auction. But my favorite is hands-down an antique tractor auction. (Yep, they exist.) And while if you like auctions, this video might be even more interesting to you. But regardless, I’m sharing the lessons that I learned from a recent tractor auction – and […]. The post Lessons Learned at an Auction – Remarkable TV appeared first on Kevin Eikenberry on Leadership & Learning.
Being able to converse with members of your staff or team is the superpower every business needs. Good communication between employee-employee and employer-employee acts as a positive catalyst for your business’s growth. Healthy communications make working through difficulties, and celebrating successes, easier. That’s why in this episode of the Process Breakdown Podcast, host Dr.
Soft skills, also known as "interpersonal" or "people skills," are essential for day-to-day interactions both inside and outside the workplace, and they complement technological or hard skills. Soft skills refer to how people connect, listen, participate in conversations, provide input, work as part of a team, solve problems, and resolve disputes.
Help Scout’s first 10 years have been incredibly fun and rewarding, but in many ways it feels like we’re just getting started. We’re grateful to the 12,000+ businesses that make our work so enjoyable. Here’s to the next 10! Our 10-year mission As a certified B-Corp, one of Help Scout’s most important goals is to be a force for good in protecting the natural world.
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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