Employee Engagement Is Down. We’re Fixing the Wrong Problem
Employee engagement hit a 15-year low. The fix isn’t another motivation campaign. It’s redesigning the experience employees work in.
READ MOREEmployee engagement hit a 15-year low. The fix isn’t another motivation campaign. It’s redesigning the experience employees work in.
READ MOREThe Incidental Leader: You Can Renovate a Bar in Four Days. You Can’t Renovate a Leader. I have watched my fair share of Bar Rescue over the years. If you’ve seen the show, you know the basic premise. Jon Taffer walks into a struggling bar and, within minutes, discovers enough operational problems to make any…
READ MOREWhy frontline employee feedback never makes it upstairs, and three ways to build the pipe. The Dishwasher Knew A few years ago, a hotel hired me to “fix” their operation. As part of the process, I ran a SWOT analysis. I did what you’re supposed to do. I interviewed the general manager. I interviewed the…
READ MORECustomer experience, especially franchise customer experience, is built one interaction at a time — and one executive recently decided to test that in the most public way possible. Imagine publicly sharing your personal phone number with customers. Now imagine those customers have opinions about burgers. Lots of opinions. That is what Burger King U.S. and…
READ MOREPicture a restaurant on a Saturday night. The dining room is full. The band is playing. The promotion worked. The manager watches the room with the proud expression of someone who has cracked the secret code to revenue. Then the wheels start to wobble. The host stand is overwhelmed. Drinks take twenty minutes. The kitchen…
READ MORETrust Me, I’m an Expert: What the Research Says About Building Real Workplace Relationships Spoiler: it’s not the ping-pong table. Let me paint you a picture. It’s 9:07 AM. You’re on your third Slack message to a colleague who was “just about to reply.” The all-hands meeting starts in three minutes, and someone—we don’t know…
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