• Work

    How a Book Discussion Shaped Our Business Culture

    And how it can transform yours

    Leaders are readers, the saying goes. I believe that. Reading books and articles, as well as listening to podcasts, are just a few of the vital ways we expand our horizons, cultivate empathy and compassion, gain competencies, and develop personally and professionally. Basically, these are formative ways that we become better humans.  It’s also the case that most of our reading, listening, and learning has to be done on our own time. Development and personal growth is good and all, but not on company time. At least that’s how some employers might view it.  I led countless book discussions and small groups when I was a lead pastor for 10…

  • Work

    The Golden Rule For Providing Exceptional CS and CX

    I work in customer service development for a global manufacturer. So CS (customer service) and CX (customer experience) are constantly on my mind. I read books about it. Think about it. Develop classes and teach training modules to equip our frontline team members to flourish at it. And I notice it — both the good and not so good — pretty much everywhere I go. Some data suggest that providing exceptional CS and CX is minimal in retaining customer loyalty and creating brand ambassadors. Maybe so. However — and much more interesting to me — the same data also suggests that the surest and fastest way for customers to walk…