Bill Hogg

Using the 3P Change Equation to Stimulate Sustainable Change

This is the first in a series of articles that discuss the 3P Change Equation approach to change in any organization – the foundation of my Fired Up & Focused keynote and workshops. Future articles will dive deeper into specific elements. If you can’t...

7 Tips to Continuously Improve Your Customer Experience

Every company claims to provide good customer service. If you do the same, you are just one of many vying for your customers’ business. If you want to break through and truly show you are different, you need to create memorable experiences that will...

Leadership Development: 5 Special Qualities Shared By Courageous Leaders

The following content is inspired by my keynote HEART OF A LION: The Essential Qualities of Courageous Leaders.There are many different aspects that make up the complex psyche of a true leader who passionately strives for success for both themselves and others. A leader has...

6 Valuable Tips to Improve Customer Service

There are many different aspects of your role as a customer service representative, regardless of whether it’s face-to-face or on the telephone. Understanding some of the key tips that improve customer service will enable your team to do their job better. Here are 6 valuable...

Let’s Talk Leadership: Bill Hogg Interviews Don Walker-CEO Magna International

Engaged people are the engine that drive desired results. Building strong relationships with your team is a key part of building successful relationship and there are countless ways you can engage your team. Your challenge is to find the processes, programs, and methods that...

A NO EXCUSE Approach To Make Change Stick and Drive Employee Engagement

This is the sixth and final instalment in our 6-part organizational change leadership speaker series of articles that looks at stimulating change for passion & profits.Change is not an event, rather it’s a process.  In my experience as a leadership change consultant, “It starts with leaders...

10 Characteristics of Transformational Leaders

In a previous article, we discussed how leadership impacts your organizations ability to grow. Now let’s discuss some of the characteristics that leaders need to impact the growth of their organization.There are certain core characteristics the majority of leaders possess. However, there are also...

Seven Critical Success Factors to Exceptional Customer Service

Employees report that one of the key factors that influence their level of engagement in their organization is how well the organization treats their customers. So treating your customers well will also have a corresponding positive impact on your employees.Here are 7 critical success factors...

4 Steps to GIVE Exceptional Service & Utilize Service Guidelines

Providing exceptional service is the ultimate goal. However, many organizations limit their teams’ ability to provide the type of service they want to deliver because rules and policies get in the way.As I argued previously in 4 Steps to GIVE Exceptional Customer Service, “Each...

4 Steps to GIVE Exceptional Customer Service

In past articles we covered the reasons why people need guidelines, not just rules. This article shares some specific guidelines on how to engage with customers. When customers are positively engaged, they’re more likely to be satisfied. Satisfaction can become loyalty and this leads to...

Leadership Skills: 5 Ways To Create A Powerful Cohesive Team

Leaders are the people who guide companies into the future and inspire people to follow them along the way. In this article we discuss the specific thought processes that a leader uses to transform a team from average to awesome -- into one cohesive, highly...

12 Steps to Improve Your Customer Experience

Employee engagement and exceptional customer service play a critical role as a competitive advantage in the business landscape. Great customer service built on a foundation of high employee engagement isn’t a revolutionary concept. More companies are recognizing just how important a deliberate and intentional...

How Leaders Create Buy-In, Accountability & A High Performing Work Environment

This is the fifth in our 6-part organizational change leadership speaker series of articles that looks at stimulating change for passion & profits.Change is never easy, but it is necessary. As a leader, you are accountable for making change happen. If leaders want their...

Leadership Skills: 5 Ways To Ignite Passion In Your Team

True leaders have the innate ability to motivate staff to achieve better results. Leading with a passion is what separates great leaders from the “wannabees.”Some people come to work every day, do their job and then go home. Their heart isn’t really in it,...

Designing a Customer Experience that Drives Results

Good customer service is not good enough. Everyone boasts good customer service, but everyone doesn’t deliver memorable and targeted customer experiences.In my experience as a leadership change consultant, companies are able to differentiate from competitors when they shift their focus from customer service to...

4 Powerful Ways to Motivate Your Team

Inspiring leaders recognize that money is not the main reason people come to work. Sure, it’s the primary motivator for why we work -- but once the concept of comparable pay for comparable work has been addressed, it fails to inspire passion in the...

Seven Steps to a Customer-Focused Company

There are a few common imperatives shared by all successful customer-focused companies. It is universally agreed that to create a well-integrated organization, these basic characteristics must be in place. If any of these essential ingredients are missing, no organization will achieve its full potential.A...

4-Step Approach To Determining Emotional Drivers Of Satisfaction And Loyalty

What makes a customer loyal? Is it the quality of your products? Competitive pricing? Is it customer service?This is a common question that many organizations struggle with – and unfortunately, there is no obvious answer or straightforward approach that will make your customers loyal...

5 Essential Characteristics that Differentiate Leaders from Managers

Often people use the terms leaders and managers interchangeably. But nothing could be further from the truth!Anyone can become a manager, merely by awarding the title. Anyone can be given the responsibility for the oversight of a team, or a company function. That makes...

10 Tips to Keep your Team Positive and Engaged

Keeping your team positive and engaged can be challenging. There will be times when its more difficult than others. Here are ten tips to help keep your team positive and focused on the task at hand: Your sales and customer service team are the primary...

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