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 …
04
Nov

Cash Mob! 6 Business Lessons in Humanity

In Levittown, New York – there is a real “It’s a Wonderful Life” happening. For those who have seen the classic movie, you will remember that a kind and hard-working George Bailey is given something special on Christmas Eve. The townspeople arrive to show how much George means to the community, and help financially to save …
16
Oct

Lack of Trust = Bodily Functions in Customer Experience

Organizational Trust is critical to high performance and success. On the other hand, if employees are treated unfairly as thieves and criminals, they will understandably become disgruntled, and have an impact on overall company success. The Bodily Function Story! Last week, I walked into a large department store. I had a large bag with me, a purse, …
22
May

I ordered a Double Double, and I received an Experience

I was in a bad mood. My infant son was sick, I wasn’t feeling well, and I was trying to juggle the regular day-to-day activities (work and personal). I decided to go through the Tim Hortons drive-thru for some salvation…a double double, hot coffee hug. Little did I know, I was going to receive more than my usual customer service experience. I admit …
10
Mar

Building a Social Business Inside Out #usxsw Chat

Attending SXSW conference in Texas would be AWESOME. But for those of us who couldn’t make it there, the #usguys group has created #usxsw. I had the opportunity to moderate my first twitter chat during the 2013 #usxsw virtual conference. Some great insights from the group – here are some of them! [View the story “Building a Social …
14
Jan

Transforming HR – My 2013 Wishlist – #5: From Roadblocker HR to Innovative HR

This is part five of my 2013 wishlist for transforming HR. For the intro, check out Wish #1. If you’re in HR and you have heard yourself saying “you can’t do that” or “that won’t work”, or just plain “no way”, chances are you are seen as a barrier to change, innovation and even engagement. I …
06
Jan

Transforming HR – My 2013 Wishlist – #4: From Digital Inexperience to Digital IQ

This is part four of my 2013 wishlist for transforming HR. For the intro, check out Wish #1. There is no arguing with the fact that technology has revolutionized the way that people communicate with friends, family and customers. I think most Human Resources practitioners are on board with that fact, and with the knowledge that we need to learn more. …
03
Jan

Transforming HR – My 2013 Wishlist – #3: From Business Partner to Business Leader

This is part three of my 2013 wishlist for transforming HR. For the intro, check out Wish #1. My third wish for transforming HR in 2013 is: From business partner to business leader. There is something about the title “HR Business Partner” and the description of HR as a function that “partners with” or “serves” …