Inward Blog

Trust Doesn't Come with a Title...It Has to Be Earned

Trust is at the center of all relationships.  In fact, I would go as far as to say that without trust, there is no relationship.  One of the greatest leaders of our time, Jack Welch, made the statement in a recent interview that there are two principles of successful leadership today, truth and trust.  When trust is violated, our relationships both personally and with our business associates become strained.  And if it is violated, it is extremely difficult to restore.  Think about the impact of high trust or a lack of trust on our ability to lead others or on our willingness to follow others.  When I completely trust what a leader says as demonstrated by what he/she does, my level of engagement goes through the roof and I’ll take the hill for him/her.

Posted by Rick DeMarco at 11:00am

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What is Gamification?

In the last few years gamification has had phenomenal growth as a means of improving knowledge, employee and customer engagement in a fun, interactive fashion. In fact, gamification is 10 times more effective at information recall than traditional computer-based learning techniques. It also can contribute to greater viral/social communications and peer-to-peer recognition and rewards through leader boards and badges.

Posted by Allan Steinmetz at 11:00am

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Is culture really important?

Every organization has a culture, whether it’s clearly articulated or not.  So what exactly is “culture”?  Merriam Webster simply defines it as a “way of thinking, behaving, or working that exists in a place or organization.”  Defining the culture always comes down to articulating the values and beliefs of the leadership.  For example, if family values are a core belief of leadership, the culture will be one that supports a strong work/life balance focus.  Or if innovation is important to the leadership, the culture will be one of continuous improvement and leadership in the market.  Apple is an obvious example of an innovation culture.  So if vision represents what an organization is trying to achieve, culture defines how people are going to behave and what values they are going to embrace while they strive to achieve that vision. 

Posted by Rick DeMarco at 11:00am

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Put A Face on Your Customer Experience Programs to Avoid Failure

It is both logical and common knowledge that there is a direct correlation between high customer experiences with high levels of employee customer experiences.  When aligned properly, it provides incremental revenue and customer satisfaction. There have been numerous studies cited by the NRF and Gallup, which substantiates this finding.  Yet, all too often I see external customer experience programs falter and fail. They start out with a lot of enthusiasm and support and after about six months, new initiatives and priorities come into play and the customer experience program wanes while the focus shifts somewhere else. Ultimately management loses interest or doesn’t see the benefit/value. The programs get canceled and get the bad rap of being ineffective. I often hear clients say, “we’ve tried that before and it failed.”

Posted by Allan Steinmetz at 11:00am

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How Important Is Culture To Effective Leadership And Employee Engagement?

Is There Such A Thing As The “Right” Culture?

Posted by Rick DeMarco at 11:00am

Why Aren't Shoppers Shopping?

In a recent study by Timetrade, a retail/shopper marketing research organization, cites the reasons why shoppers are leaving stores empty-handed. They claim that 53% of the consumers don't know what exactly to purchase, 90% can't always find the right person to help and 85% leave without buying when they don't find the right person to give them assistance. Those are staggering numbers. It seems that all a retailer needs to do is provide better personal attention and faster service to resolve these issues. But all too often that does not occur.

Posted by Allan Steinmetz at 11:00am

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How Well Do You REALLY Know Yourself? Effective Leaders Need To Be Authentic!

In order to inspire and engage others, leaders need to know and understand the people they manage.  But there is an important dimension to effective leadership that is often neglected because of the fast pace and constant demands that we face.  And that is to take the time to really know yourself.  That means fully understanding why you see the world the way you do, knowing your values and your non-negotiables, understanding your vision, goals, and objectives, and knowing your strengths and weaknesses.  Let’s look at each of these more closely.

Posted by Rick DeMarco at 11:00am

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Do you want to improve internal buy-in for major change initiatives? Start socializing your ideas internally.

I often get asked the question, "What is the biggest obstacle for gaining acceptance for internal change?” The answer is simple. Socialize your ideas and let your colleagues contribute to the outcome.

Posted by Allan Steinmetz at 11:00am

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Are your employees effective brand ambassadors?

I am often asked at speaking engagements, conferences and workshops about brand ambassadors. Sometimes brand ambassadors are also called “brand champions” or ”brand evangelists”. What are they? How do you create brand ambassador programs? Are brand ambassadors internal employees or external customers? Does it happen naturally or is it managed and staged? I thought I’d take the time in this blog post to reflect and give you my definition of brand ambassadors.

Posted by Allan Steinmetz at 3:00am

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