Bill Hogg

Essential Elements When Framing Organizational Change

A critical element of initiating a successful change initiative is communicating that change is a normal and positive function of doing business — it is a key factor in a company's ability to remain relevant and differentiate from competitors and grow year over year. People...

Four Leadership Behaviours that Build High Performance Work Environments

Focusing on the small fixes will not put out the fire. Instead, this approach only takes up your time and leads to your company losing sight of larger, more important issues. Successful companies understand that achieving success is about addressing larger culture issues within the...

8 Ways to Inspire Employee Behaviour That You Can Implement Today

Leaders create the vision, set company goals, and develop strategies — but it is front line employees that execute the plan. They are the ones that carry out the daily tasks and initiatives that help make a leaders vision become a reality. They are...

Who is your customer?

Last summer my youngest daughter worked as a camp counselor for her summer job. She shared a story that demonstrates how important it is that we know who our end customer — and whether there may be more than one in a single purchase. At...

Moving from Customer Service to Customer Experience

Most of us already know that customer service is not good enough — it is no longer a differentiating factor. The brutal business reality is that three quarters of your customers would gladly do business with your competition — even if they were satisfied...

Do Customers Value What You Value?

We recently received notification from MasterCard that our yearly card fee was increasing from $49 to $79 — a 60% increase. The notification went on to explain that the new fee also included a number of new features. However, none of the new features...

How To Develop Your Leadership Capacity Through Leadership Behaviour Assessment

This is the fifth in a series of six articles that looks at leadership capacity and its impact on organizational growth. The full series will be available for download as a white paper once it is completed. In our last article, we discussed some of...

5 Ways Courageous Leadership Evokes Action and Engagement

Courageous leaders set the tone for organizational performance. When leaders establish themselves as a strong and courageous personality they set the tone for the rest of the company and shape the overall culture. Dithering about decisions or not being willing to make the difficult decisions...

Everything Counts

Recently I was in Banff Alberta for a client conference. As part of the programming there was a golf excursion planned to the Banff Springs Golf Resort. This was an exceptional opportunity to play on one of Canada's most picturesque courses — and it...

5 Steps To Create A Culture Of Leadership

This is the fourth in a series of six articles that looks at leadership capacity and its impact on organizational growth. The full series will be available for download as a white paper once it is completed. In our last article, we discussed some ideas...

Are You Missing An Opportunity To Create Value?

Last summer my oldest daughter got married — and like every couple they arranged for photographer to record the event. Recently, she presented her mother and I with a beautiful book of pictures from the day, customized with pictures that were special just for us.The...

How Important is The Front Line Person?

Recently, my wife and I discovered an interesting new business. Tee Times Indoor Golf, allowed you to virtually practice or even play a number of golf courses across the globe using a simulator. You get to hit your ball and a computer measures the speed/direction...

Is Your Execution Working at Cross Purpose?

Shell has run this promotion a couple times in recent memory. I guess that means they think it is working. I wonder. It is obviously a tactical implementation of a 2 pronged strategy; build customer loyalty by getting people using Shell on a regular basis,…

8 Emotional Drivers of Employee Engagement

We've all seen the lists — the definitive list of drivers for employee engagement. Unfortunately, every research company and consultancy has a slightly different list. If it's not on the list, is it not important? Who's right? Well, to a certain degree they all are...

What is Your Dishwasher?

How often have you heard the expression "lead by example" used when discussing a positive, high-performing culture? But all too often, senior executives express the frustration that they feel they are already leading by example — but that doesn't seem to make a noticeable impression...

What Does Your Customer Value?

How much time does your organization spend thinking about the service you offer through the eyes of the customer? Too often, we spend our time thinking about how "we" can improve our service without really looking through the eyes of the customer. I had a...

How To Assess Your Organizational Leaders And Their Capacity To Lead

This is the third in our series that looks at leadership capacity and its impact on organizational growth. The full series will be available for download as a white paper once it is completed. In our last article, we discussed the characteristics of transformational leadership...

How to Deal with Your Worst Employee

If you are like many businesses, you may have a couple poor employees — consistently under-performing. Some would suggest that they need to be pruned in order for the business to remain healthy and grow. Philosophically I agree — however, before pruning ask yourself why...

Decoding a Service Recovery

SurveyGizmo had a service outage this weekend. It inconvenienced their customers. As a result they built customer loyalty. On the surface that doesn't make sense — but the manner in which they dealt with the situation demonstrated the character of their company and their commitment...

10 Tips to Improve Your Customer Experience

Today, customers are no longer looking for great customer service — they want more. Today customers demand a great customer experience and will not settle for anything less. It is no longer good enough for companies to provide good customers service — rather, companies need...

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