http://www.corporatepulseconsulting.com/blog Helping organizations improve and prosper Wed, 04 Aug 2010 17:11:58 +0000 http://backend.userland.com/rss092 en Change management always means cultural change and it should include some change of personnel. I have a friend who's experiencing this first-hand and he is frustrated every day. He came from a company that was fast, agile and a leader in its field, and is faced with raising the bar ... http://www.corporatepulseconsulting.com/blog/?p=156 I'd rather not write so much about lousy customer service, but almost every day I experience another example. This one is courtesy of Einstein's, the bagel chain. And courtesy is exactly not what I received. I ordered a sandwich and gave the cashier a gift card I had for payment. The ... http://www.corporatepulseconsulting.com/blog/?p=151 Success may breed success, but it can also breed complacency and contempt. This is not a new insight, but I have yet another example of the latter. One indicator is when product quality drops and customer service is ignored. My latest example is Skullcandy, a very successful business that manufactures ... http://www.corporatepulseconsulting.com/blog/?p=148 I've thought a lot about emotional intelligence and how it factors into individual and organizational success. It's something I always consider when I have a consulting or coaching project, even though I don't always label it as such with clients. Some people find it a little squishy and don't take ... http://www.corporatepulseconsulting.com/blog/?p=145 A positive customer service experience! Yes, I'm here to say that it does happen, albeit too infrequently. After all my horror stories, I am pleased, even excited, to share this story. The company is ProFlowers, and you've probably heard their radio commercials. I've used them several times and the flowers were always ... http://www.corporatepulseconsulting.com/blog/?p=143 I recently finished a client project where we worked on clarifying organizational values and determining the kind of culture and work environment that senior management desired. As always, I truly enjoyed the process as I conducted interviews across departments, from last-hires to senior management. It's very enlightening to discover the convergence and ... http://www.corporatepulseconsulting.com/blog/?p=141 I didn't plan to write about credit card stupidity again so soon, but they just keep giving me such easy material to work with. Which is an indictment, not a compliment. This one involves Citi Bank, which issues the AT&T Universal Card, a card I have had for over a ... http://www.corporatepulseconsulting.com/blog/?p=136 May I make a small plea for improved communication skills, including spelling? (Yes, I know I better get my spelling right in this post!) Specifically today, can we learn or re-learn the difference "your" and "you're"? It's not a difficult concept and yet we see problems with this every day. ... http://www.corporatepulseconsulting.com/blog/?p=133 It takes so little to make a positive impression in customer service, yet some companies not only forget that, they go out of their way to antagonize their customers. I have still another story from the credit card industry. They are a never-ending supply of what not to do, but ... http://www.corporatepulseconsulting.com/blog/?p=130 Managing the cultural environment should be an ongoing goal in every organization. Leaders should keep a constant lookout for ways to change and improve the entire working environment. The needs of individuals and the entire organization change over time for a variety of reasons, and leaders need to recognize and ... http://www.corporatepulseconsulting.com/blog/?p=128