Bill Hogg
Bill Hogg
Bill Hogg works with senior leaders to inspire and develop high performance, customer-focused teams that deliver exceptional customer service, higher productivity and improved profits. Sought after internationally as a speaker and consultant, Bill is recognized as the Performance Excelerator because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...