Why Onboarding Matters

OnBoarding

Why does onboarding matter? According to research from the Aberdeen group, 90% of employees make the decision to stay at a firm within six months of joining an organization. It’s critical to make those first months succeed, particularly if organizations have made a serious investment in selecting the best-fit employees. Indeed, some 76% of organizations … Read more

Working Across the Table in the Senate

Vice President Joe Biden appearing on MSNBC's Morning Joe.

Last week during the Democrat National Convention, Vice President Joe Biden appeared on Morning Joe to discuss his decision not to run as a candidate, and other issues surrounding the 2016 election. But what caught my attention was not a dialogue about politics, but about working together: Here is that conversation by the host, Joe … Read more

Brick Ownership

Brick Ownership

Recently I was asked to do a program on the future of Customer Service. One of the key concepts I introduced was “Brick Ownership”. What is that? To understand Brick Ownership, you have to see A LEGO Brickumentary. This is not the same film as The LEGO Movie that came out into the theaters a couple … Read more

Employee Career Centers

Center of Excellence

We’re continuing an earlier conversation about career development. A common career development practice is to create a physical place for one-stop career support. Often developed in the context of a library-like setting, these centers provide key people who can offer support in helping employees find the resources they need. Companies such as Advanced Micro Devices, IBM, and … Read more

Making Professional Development Intentional

Professional Development

Our previous post mentioned the effect of not having employee development processes in place. Organizations can’t remain passive about employee development because the cost of losing talent is high. Natural attrition generally will not scale back the workforce according to the overarching plan for the agency. Too often, according to numerous sources, the wrong people are leaving … Read more

Why a Career Services Strategy

A window on Main Street, U.S.A. at Disneyland captures the sentiment about the importance of employees to the organization. Photo by J. Jeff Kober.

The window on the streets of Disneyland captures the sentiment perfectly: “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” –Walt Disney Employees matter. No one should argue that. They make a difference to every aspect of an organization’s success–the most … Read more

Laying New Ideas for Customer Service at Chick-fil-A

Restaurant_Chick-Fil-A_in_Sugar_House_SLC

It’s interesting what you’ll experience when you visit different Chick-fil-A locations. Here are three examples I’ve recently found: 1. At a restaurant near to us we were given a color coded sign to place at your table after we ordered, rather than requiring us to wait at the counter. They then brought the food to us. The intent … Read more