by jamie | Apr 5, 2024 | Employee Engagement
Employees who are required to attend an educational training deserve a learning environment that will foster personal and team growth. If you are on the planning team, you can control a multitude of environmental factors before the big day arrives and help ensure...
by jamie | Mar 18, 2024 | Culture Shift, Employee Engagement
I was in a committee meeting last week unexpectedly dominated by a bully: ✓ They controlled the agenda and flow of conversation. ✓ They weren’t open to other people’s ideas or suggestions. ✓ They always had to have the final say. This was a new committee and our very...
by jamie | Jan 16, 2024 | Customer Experience, Employee Engagement, Service recovery
Do you put yourselves in the shoes of your customers? When you do, is the experience memorable? Does it feel effortless? I naturally do this while traveling with my family, not just because I’m a #customerexperience consultant. I truly can’t help myself!...
by jamie | Nov 29, 2023 | Employee Engagement, Service recovery
One of the many things that bring me professional joy is helping soon to be Septa bus operators think about the many ways they can make a positive first impression with their passengers. I’ve worked with 8 cohorts of bus operators over the last few years and I always...
by jamie | Oct 23, 2023 | Employee Engagement, Empowerment
Jury duty last week was awesome. Yes, awesome. All because one employee, who was responsible for the jury assembly room, remembered their purpose. · They acknowledged and welcomed first timers.· They encouraged us to say “Go Phillies” or “Go Eagles” rather than “here”...
by jamie | Sep 19, 2023 | Customer Experience, Employee Engagement, Personalized Service
On a recent afternoon out with my sister, she recommended we stop into a clothing store that she loved but was new to me. The product and pricing met my expectations, but it was their service that really left a lasting impression. → The Sales Associate asked for my...
