Got Dinged on an Internal Survey? Ask Madeleine

Dear Madeleine, I lead a business unit in a global services company. Our sector is highly competitive and it is “go go go” all day, every day. Our company recently instituted an internal survey designed to measure employee experience and asked business units and departments to give feedback on each other. Our business unit got…

3 Ways Senior Leaders Can Improve Customer Service in their Organizations

In a recent video interview, Kathy Cuff, co-creator of The Ken Blanchard Companies’ new Legendary Service program, identifies three ways senior leaders can help create a culture of service in their organization. See service as everyone’s job Cuff recommends that organizational leaders begin by expanding responsibility for customer service to everyone in the organization—not limiting…

Measuring the Impact of Coaching: 3 Key Steps

Leaders who have experienced coaching can easily state their opinion about whether or not the development strategy had a positive impact. After all, effective coaching can be the best experience leaders have ever had in terms of supporting their own development and growth. But actually measuring the impact of leader growth can be tough. For…