Excellence Every Day in the News

4/20/2008

The Excellence Myth

Have you been to the business aisle of the bookstore recently? Judging by the mountain of books on excellence, we should have produced a stampede of excellence by now. It's clear that we are nowhere close. Excellence is not a permanent, integral part of our lives. The question is, why not?. Read More

4/4/2008

Answering the call of "Generation Why?"

Much has been written about "Generation Y" workers and their lack of commitment to their jobs. Yes, as a generation, these young people seem to possess a strongly noncommittal attitude, but these days, that attitude is pervasive within the workplace; a result of cynicism, too many disappointments and rampant mediocrity. Read More

4/1/2008

Creating Amazing Customer Experience - Excellence or Consistency

We live in challenging times. Customers' expectations are increasing exponentially. Their tolerance for anything less than amazing is diminishing. They demand excellence or they go elsewhere. Read More

3/4/2008

Creating Organizational Excellence through Customer Experience

The average call centre employee handles 40 calls a day and 10,000 calls annually. These calls represent some of the thousands of daily choices this employee has the opportunity to make every year. Top-down decisions from the CEO have little if any impact on this employee's daily choices. Read More