Celebrating Employees to Create the Customer Experience

Working with an amazing org on bringing emotional intelligence more fully into their culture in order to create a better customer experience. They offer a mission-critical, expensive, serious service and they have long-term customers: Relationship is lifeblood for this business.  They want customers to have a fabulous experience, even when there are issues.  We know that […]

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What Are You Complaining About?

I was exercising this morning (yay) and thought:  Why is it so $*@! hard to do this?  Next thought: “This is such a #firstworldproblem.” (Yes, it’s a bad sign when your self-talk includes hashtags.)  Is that self-challenge useful, or am I just invalidating my own feelings?  True enough, there are much bigger issues in the […]

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