Well, I have to say… it’s been a rough week.

Mistakes happen.  I am a firm believer that one key to strong leadership is the willingness to be accountable and take responsibility for those mistakes. Good leaders do this even if they contribute to only a small percentage of the situation. They do this even if the blame lies beyond their control. Why? Because the buck has to stop somewhere… and it should be with the leader.

So when mistakes happen, what should you do as a responsible leader?

The answer: Apologize and try to make amends. Whether the mistake affects your internal, external or potential customers, you must take action quickly to make things right.

Value Selling

Well, I’ve had to pull a page from my own playbook this week.  We, at Luminosity Global and The Global LABB, have had a series of unfortunate events that caused our clients to be frustrated and inconvenienced.  In response to these “events”, I would like to offer the following:

The customer experience today is a battlefield in the global marketplace, as well as one of the only truly sustainable sources of competitive advantage. Today’s customers share their opinions around the clock and around the globe, making the customer’s experience central to your business performance.  The obvious truth is that it doesn’t take many bad experiences to lose a customer.

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In a recent global customer experience study by AchieveGlobal, 93% of companies said they would refuse to do business with a company again after three or fewer bad experiences. Multiple sources indicate businesses can lose 20-30% of their revenue from poor customer experiences – yet many fail to focus on the their customer experience strategy, creating a global performance chasm.

The Customer Experience Does Drive Your Business Results  

We all know, without a shadow of a doubt, that without customers there simply is no business – you will cease to exist (from an organizational perspective, of course!). The customer is King, but believe it or not, clients aren’t as hard to win over as you might think… if you put customer service in context.

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What most companies don’t realize (or acknowledge) is that Customer Service is the best, most economical marketing they will ever get. Despite this fact, it is a consistently under-recognized, underutilized asset for 99% of the organizations out there. Much to most organizations’ dismay, they consistently lose revenue due to poor customer encounters and never understand why.

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Over the past several weeks, I have communicated to you what I believe are some of the most challenging aspects of leadership today.  These are the facets of business, that because we do not do them well, we repeatedly see decreased motivation and loyalty, less than competent leaders and, ultimately, poor business results.  I began to think seriously about these challenges long ago – perhaps fifteen years ago!  For twenty years, I was a leader in global business and now, two decades later, I am still hearing of the exact same challenges from my clients as an Executive Coach, International Speaker and Author. Do you think we have a problem?

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 Over the past several weeks, I have communicated to you what I believe are some of the most challenging aspects of leadership today.  These are the facets of business, that because we do not do them well, we repeatedly see decreased motivation and loyalty, less than competent leaders and, ultimately, poor business results.  I began to think seriously about these challenges long ago – perhaps fifteen years ago!  For twenty years, I was a leader in global business and now, two decades later, I am still hearing of the exact same challenges from my clients as an Executive Coach, International Speaker and Author. Do you think we have a problem?

Continue Reading…

Corporate Social Responsibility (CSR) is practical and very real. It’s sometimes easy, but more often than not CSR is inconvenient – but still a necessity for every company. It speaks to our ability, as leaders, to use our position of influence and relative wealth and power to affect lives for the better. Corporate Social Responsibility is singular and achievable. It is synonymous with paying it forward for all that we have been so fortunate to achieve. It is our responsibility.

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My company, Luminosity Global Consulting Group, has been involved for years with charitable organizations, often making the journey to help those in need ourselves – it is a critical piece of who we are and defines what we stand for.  We are passionate about the fact that we have a responsibility to take care of those less fortunate than ourselves – wherever they may be around the world. We believe that CSR is not only central to our ability to succeed in the marketplace, but also to ensuring we have a positive, responsible influence on the world around us. To this end, we have adopted a global CSR framework to align and drive our commitment to making a significant contribution to ensure the world becomes a better place for everyone.

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