Dear Madeleine, I manage R&D for a large medical device company. I am at the tail end of my work life. I wanted to retire at the end of this year, but our executive team is encouraging me to stay until I feel comfortable that someone on my team can step into the role. Right…
What are your beliefs about customer service—and how are they driving the customer experience in your company? That’s one of the key questions Kathy Cuff and Vicki Halsey, coauthors with Ken Blanchard, explore in their book Legendary Service: The Key Is to Care. Cuff and Halsey share a four-part CARE model to help readers and…
Last week, one of my executive coaching clients was noticeably frustrated. His firm had just released a new product that his company leaders believe has the potential to become a real game changer. Development time lines have been aggressive and productive. A company-wide, cross-functional team has created major innovations in the product itself, along with new…