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The Tide of Employee Turnover

While The Great Resignation has thrust the problem of employee-turnover into the spotlight recently, it turns out that it’s not actually a new challenge. It’s been a long, long time since the norm was individuals working the breadth of their careers for one company and retiring with a pension. In…
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Strategies for Staying Open

As if the labor shortage weren’t already aggravated by the so-called Great Resignation and the droves of baby-boomers retiring, you can add a giant spike of employees calling out sick recently. Fueled by the Omicron surge and likely combined with other seasonal maladies, many businesses are struggling to field enough…
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Great Service, No Excuses

The pandemic has either created or magnified a myriad of problems for manufacturers, distributors, and businesses all across the world. Supply is constrained and delayed, and costs have risen dramatically. Add to this the labor shortage, and businesses are left scrambling to find a way to tread water, let alone…
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‘Tis the Season for Appreciation

Though it’s been another difficult year, businesses everywhere should take the time to look back with appreciation for all that they’ve been able to accomplish in 2021—despite the challenges arrayed against us all. The biggest reason for this success is, without a doubt, the loyalty of customers and employees alike.…
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Cutting Costs

One of the great challenges many small businesses are facing right now is figuring out how to survive amid economic inflation, supply chain disruptions, and the labor shortage. Belts are getting tight, and it’s getting much harder to find a way to keep the doors open. One such consequence of…
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Setting Expectations for Your Employees

Every business has goals of some kind, even beyond the basic need to make enough money to keep the lights on this month. Usually, a business hopes to grow, to bolster its reputation, and to genuinely satisfy everyone involved day-in and day-out. These kinds of goals are often broken into…
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What Does a Leader Really Do?

When we think about the importance of designing a great customer experience, it’s easy to get hyper-focused on the frontline staff. This makes sense because these employees are the ones with whom the customers will be interacting the most, whether they are the servers at restaurants, cashiers at retail stores,…
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Hospitality is King

For this week’s blog, let’s take a look at Danny Meyer’s outlook on the art of hospitality. Meyer is the CEO of Union Square Hospitality Group, which oversees the Gramercy Tavern in New York City, which in turn is a restaurant that is often voted #1 in any given year…
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Repeat Business vs Customer Loyalty

For our last dive into Shep Hyken’s ACA 2021 report, we’re going to take a closer look at rewards programs, and how they generate repeat business—and how this differs from customer loyalty. As we have in previous blogs on the ACA 2021, let’s first consider some numbers. Hyken asked his…
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