Today, I want to talk about recognition. In previous blogs, we have analyzed how many aspects of formal feedback lack credibility and meaning because employees do not receive informal feedback or regular, casual conversations regarding their performance. Unfortunately, most recognition programs are equally ineffective; however, recognition is one of your most powerful mechanisms to reinforce [...]
Let’s discuss those dreaded and mostly ineffective performance reviews. In the last blog, I discussed the importance of informal feedback and how regular, casual conversations on what an employee does well or could improve upon are critical to improving performance and the overall mindset of your team. In addition, without consistent informal feedback, any formal [...]
Wow! It is inspiring to see the uproar of activism from our children in response to the latest school shooting, yet embarrassing that this younger generation feels that they need to take action because we cannot. As survivor David Hogg reminds us all, “We’re children. You guys are the adults. You need to take some action [...]
Since publishing my new book, Culture Hacker, a couple of months ago, I have had some great conversations and brainstorming sessions with Human Resource leaders and Executives across organizations about how to hack their culture and improve their overall employee experience. One outcome has been the development of my ‘Four C’s’ that I believe highlight [...]
When considering how to improve your customer’s experience, you have to focus on your place or environment, processes, and your people. You must have the procedures in place to ensure a consistent brand experience as defined by the way you enliven your customer’s senses, the way you deliver the experience on time and in the [...]
When I first began working for Williams-Sonoma in 2005, I knew I had found an amazing company with a strong culture. On the second day as Assistant Sales Manager I had a corporate visit. Brand new to the company, I couldn’t help but feel overjoyed when the Regional Manager and VP of Pottery Barn Kids [...]
Think about the last time you had a customer experience so good that you whispered an inaudible “Wow!” Although it’s easier to earn reverent accolades during in-person exchanges, the opportunity to harvest them from digital interactions is probable if you know your audience. Here are a few examples of companies leveraging digital to provide extraordinary [...]
What is luxury? When I worked for The Ritz-Carlton Hotel Company, it was about perfectly scripted interactions, an unwavering focus on quality, and an opulent environment immaculately cleaned and maintained. While we were always focused on the guest, when it came to luxury, it was really all about the hotel—the product we showcased. As in [...]
Planning a wedding has uncovered some interesting learning points in terms of customer experience. As I get ready to head out of the office to my wedding in Utah and honeymoon in Southeast Asia, it’s the perfect opportunity to reflect on how what I’ve learned at SGEi has come to life in this process. I’ve [...]
Decades of research have brought attention to extrinsic motivation, or the carrot and stick model. We know if/then rewards will work for simple tasks when validation is offered for why the task is important and people are encouraged to complete the tasks in their own manner. However, we also know if/then rewards suppress creativity by [...]
