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Trying to Get Better.com

Trying to Get Better.com

From the first time I read how the Better.com CEO handled a layoff, I knew it demanded a comment.  But where to start? The “pivot points” seemed so clear and straight-forward, that I was convinced there had been a mistake

Andrew McFarland 19 December 202117 December 2021 Culture, Leadership Read more

Are Customers More Rude Now?

A recent Time article suggested that rudeness has increased as part of the pandemic, particularly towards those in customer service roles.  If this is true, what steps should we take? I’m not going to debate whether customers are in fact

Andrew McFarland 21 November 202119 November 2021 Culture Read more

Groundhog Day – 2020

Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.

Andrew McFarland 2 February 202010 December 2018 Culture, Employee Engagement Read more

5 Steps to Prevent “Culture by Accident”

5 Steps to Prevent “Culture by Accident”

Every company likes to believe that they have a unique culture (as someone once described it “the way we do things around here when no one is looking”). Indeed, whether a company invests a lot of time on culture or

Andrew McFarland 11 November 201912 November 2019 Culture Read more
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Latest Posts

  • Voice of the Customer – When does a Good Thing become a Bad Thing? 8 March 2022
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