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1I want to know how companies make it possible or impossible to delight customers. Start with customer experience of the product, the service and way they provider treats them over time. Let's look at the way employees become the brand-in-action; add in the ways that leaders enable or disable the process and finally how groups and departments work together (or not) to shape the culture and level of customer-centricity. What's your experience?
67 weeks ago
About Me
I am a consultant, writer and speaker on organizational dynamics. As an organizational psychologist for the past 30 years, I’ve been fortunate enough to work with people all over the world; studying, learning, teaching, coaching individuals, working with groups and facilitating organizational change. It’s as much a passion as a profession.
Over the course of my career, I have gained experience in the public and private sector — in large and small companies, in the USA, Europe, Africa and Asia. I have also been a line manager, leading several business units, which means I have a real appreciation for the challenge of driving new initiatives across complex organizations. Along the way I’ve been able to earn a PhD in Organizational Psychology, co-author two books, publish articles and speak at conferences in the US and Europe.
My current writing is found in the blog BestCustomerConnection (www.BestCustomerConnection.com), which this is where I focus on organizational dynamics that make it possible or impossible to delight customers.
Education
- University of Maryland, College Park
- PhD, Industrial & Organizational Psychology
- 1977 - 1986
Masters and Doctoral degrees in this specialty area
- Queens College, City University of New York
- B.A., Psychology
- 1973 - 1977
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