Vivian is a recognized expert, keynote speaker, trainer and executive coach in the principles of Customer Experience, Lean Six Sigma and Leadership Development. She has a deep appreciation and passion for connecting with people. This passion, combined with warmth and humor, resonates with audiences. Through her workshops and presentations, attendees learn tools and tactics to create positive and lasting change for both company and co-worker.
Mistake 1: Leaders fail to prepare themselves for change I bet there’s not one person reading this article who is not experiencing some kind of change, whether in your work or personal life. Regardless of the type of change, you’re often in the position of leading others through the change. Your role involves helping others…
The 2012 Olympics lived up to its expectations. We watched the world’s greatest athletes break records and bring home the gold. In all the excitement, what did you learn from these world-class athletes that can help you achieve your goals? Here are 5 lessons learned you may have missed: 1. The field is rich…
For years, Jason has been an avid exerciser. Running and weight lifting frequent his routine. With such an active exercise regimen, energizing music is definitely required. A few years back, those clunky, skip-prone CD walkmans were the newest craze, but they just didn’t cut it for exercise!
Recession Plagued At a recent stockholder’s meeting, the Vice President of Sales for a global manufacturer reported, “The economy has been tough on our industry. Sales volumes significantly declined and have not nearly returned to pre-recession levels. The company has laid off employees, cut expenses and, unfortunately, has had to cut price to remain competitive. Competitors have cut price…
How to move from simply measuring customer satisfaction to taking action that drives growth. Many companies measure and report the purported satisfaction or loyalty of their customers. However, the ‘metric’ is just the introduction to the many stories your customers have to tell. The real power is inside these stories and what you do with them…
More than a ‘Happy’ Meal! I recently ordered food via the drive thru at a local fast food restaurant. Though I don’t go there often, it’s not the first time I’ve ordered at this restaurant’s drive thru – or at many others for that matter. But this time, it was different. I thought to myself, “Is this just…
