Bill Hogg

3 Steps How Leaders Embrace and Lead Organizational Change

This is the fourth in our 6 part leadership speaker series of articles that looks at stimulating change for passion & profits.Leadership is not static. Being a leader is a dynamic role that is constantly evolving and requires flexibility and willingness to change. If...

7 Tips To Deal With Unhappy Customers and Improve Customer Experience

No one likes to receive a complaint -- but complaints are worth their weight in gold if an organization learns from them and then uses the information to improve the customer experience. Customer complaints can be used to build a better customer experience and...

10 Tips for Impeccable Customer Service and Repeat Customers

Every business claims they focus on customer service and offer the best to their clients. However, how many really do? If you want to be able to stand out from the crowd and offer truly great customer service instead of just empty promises, here...

Moving from Customer Service to Customer Engagement: 4 Essential Elements of Customer Engagement

This is the second in our 6-part leadership speaker series of articles that looks at stimulating change for epic service. Every company provides customer service, and good customer service just doesn’t cut it anymore. Your customers expect a lot out of your company. They want an experience,...

6 Golden Rules for Handling Customer Complaints

Most employees hate complaints. They don’t like having to deal with customers who call or visit their store or office with a complaint. What they don’t understand is that a complaint is actually a positive thing. You can’t always meet every customer’s expectations. The ones...

10 Customer Service Principles Every Employee Must Know

Even employees who never deal with the public must exhibit good customer service skills. How employees treat each other is the harbinger of how the organization will treat the public. Here is quick checklist of behaviours we should all demonstrate when dealing with colleagues...

7 Ways to Build Collaboration and Trust into your Culture

This is the third in our 6 part leadership speaker series of articles that looks at stimulating change for passion & profits. Do you want to build trust and cooperation in your organization? Then walk the talk. It may sound simple, but it’s one...

Turning Adversity Into Opportunity

In times of uncertainty, it is especially important to go above and beyond to strengthen employee engagement. Leaders may set the direction, but it is the people throughout the organization who make things happen, including building and maintaining a competitive advantage. Happy, engaged employees aligned...

Always Go The Extra Mile

In the article Giving Firms an ‘E’ for Effort: Consumer Responses to High-Effort Firms by Andrea C. Morales, assistant professor of marketing at the Marshall School of Business, University of Southern California. Their research indicated that customers reward companies that are seen to go the extra mile...

Have you Identified your Employees as a Key Target Audience?

Much has been written about the need for communicating with employees. People are often put in charge of internal communications and spend their time creating newsletters and memos that get sent far and wide informing folks about what is going on in the organization. Often...

Satisfied Customers Are Killing Your Business: 3 Strategies to Strengthen Your Emotional Connection with...

This is the first in our 6-part leadership speaker series of articles that looks at stimulating change for epic service. People talk about the importance of customer service all the time, yet few companies are recognized for doing it well and even fewer are willing to change...

Treat Customers Like They Matter Or You Will Lose Them

Recently I had to go to a local collision repair shop for an estimate for some repair work on my car. I was sent to this particular shop by my insurance company for a quote, but was told I could have the actual repair...

Focus on Character Not Competence 3 Ways to Build a Strong Organizational Culture

This is the second in our 6 part leadership speaker series of articles that looks at stimulating change for passion & profits. Your organization is only as good as the talent you recruit. It is the people who define and shape the organizational culture...

Something For Nothing

I had 2 very interesting experiences while out shopping for materials to make some repairs around the house. The first was to repair a step on our deck. I was looking for a 2 short pieces (less than 3 feet) of cedar which were both different...

5 Things All Great Leaders Do to Create a Culture of Leadership

This is the first in our 2015 leadership speaker series of articles that looks at stimulating change for passion & profits. What’s the secret to creating a culture of leadership that will take your organization forward for years to come? There is no secret...

The Importance of a Strong Leadership Team

Over the years of working as a leadership consultant with leaders from all types of organizations, there is no doubt that transformative leaders have something in common. Great leaders are only as strong as the support system they put into place around them.Strong leaders...

Continuing the Cycle: How to Develop the Skills of Future Leaders

This is the sixth and final article in our leadership consulting series that looks at creating transformative change in your organization. The full series will be available for download as a white paper once it is completed.In our last article, we discussed building your change...

Why Leaders Need to Reinforce Company Culture and Values

Organizational culture is a living and breathing entity. In my years as a leadership consultant, it has become abundantly clear that organizations which view their corporate culture and values as a dynamic entity are more successful in harnessing who they are as an organization.To...

Building Your Change Management Plan

This is the fifth article in our leadership consulting series of articles that looks at creating transformative change in your organization. The full series will be available for download as a white paper once it is completed.In our last article, we discussed critical moments...

How Weak Leadership Impacts Customer Loyalty

Customer experience is foundational to the success of your organization. As a customer experience expert, and as a customer myself, I have seen my fair share of customer experiences ranging from exceptional to downright disturbing. Check out Sometimes Truth is Stranger than Fiction and Is...

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