by Kate Lucey | Jul 5, 2018 | Client Experience Strategy, Employee Experience
We’ve all been there. You’re standing at a concierge desk or a check-out counter or you are on the phone with customer service, and it is like talking to a wall. Some policy or procedure or bureaucratic rule has trumped common sense. A week ago, I was preparing to go...
by James Howard | Jun 26, 2018 | Client Journey Mapping, Client Success, Employee Experience, Feedback and Analytics, Growth Strategy, Increase Profitability
I heard a speaker say recently, “There is no reason for any firm to apologize for its need to make a profit.” He was right. Profitability is essential to the health of any business and necessary to enable the business to continue to grow and provide jobs for its...
by Blake Godwin | May 10, 2018 | Employee Experience, Growth Strategy, Increase Profitability, Relationship Building
“The growth of our firm has created more challenges than it has benefits.” This is a quote from the principal of a 660-person construction firm that has been growing quickly. They went from 300 to 660 employees in just 4 years and have felt the growing pains....
by Kate Lucey | Apr 8, 2018 | Client Experience Strategy, Client Success, Employee Experience
Anyone who has worked in an office has had the experience of walking into a meeting to discover that management is launching yet another initiative, program, or system to address a need or problem in the organization. Many of us have become accustomed to watching...
