If organizations want customer satisfaction, employees must learn the value of long-term customer relationships and understand the consequences of not properly servicing customers. They must abandon the view that customers represent immediate sales transactions and a quick buck. Instead, they must view customers as long-term relationships, keeping in mind the potential business that these relationships… [Read More]

Because beliefs and values form the heart of an organization’s culture, great leaders never miss an opportunity to reinforce them. They know that once internalized, these beliefs and values affect the norms that influence day-to-day actions, determine what’s important, reinforce appropriate behavior, and change attitudes. How are you promoting beliefs and values in your organization?… [Read More]

Leaders must create a shared vision that shapes the way employees feel about their organization. They must accept responsibility for making “the company,” “our company”–– a place where people work together instead of “doing their own thing.” The vision may be precise or vague; it may highlight a specific goal or a dream of a… [Read More]