UX strives to make complex devices easy, from computing devices to cars, ATMs, airplanes and more
The importance of user experience (UX) has exploded in the era of ubiquitous personal computers, tablets and smartphones. Poor UX is a major reason apps and websites deliver disappointing business results. UX is the discipline that strives to make complex devices easy to use. Outside of computing devices, it applies to everyday objects, including cars,…
Increasing wages works to some extent. But retraining and being a better boss will do more
There are many challenges to running a business, including getting capital, getting customers and meeting the competition. Add staffing to the list. Hiring workers used to be less difficult. Any vacancy announcement attracted many more applicants than employers were able to consider. But now, there are multiple vacancies for every able, willing and available worker.…
Building trust and consistency can improve your sales and increase your profits
“If only our customers would buy more from us.” This resounding phrase is heard throughout many businesses as the demand for sales increases in order to offset rising costs. While we may wish to create more revenue by selling more, our customers are facing rising costs at the other end of the spectrum. They’re looking…
Subcontractors represent your business. So they need to maintain your standards
Imagine paying to have someone bring a washing machine into your house and set it up and then having to fire them before the job is complete. This is exactly what happened to my friends last week after they bought a new washing machine from Home Depot. The wife decided that, as a treat for…
Jerry reached out to us because he wanted to get out of his business. The business, he said, was “too stressful,” and he “was tired of struggling.” During our discussions with Jerry, we discovered that while the business was doing several million dollars in sales, it was only marginally profitable. Jerry had to work extra…
Here are a number of ways to increase opportunities to feel pride
I Used to Write for Sports Illustrated. Now I Deliver Packages for Amazon is a brilliant article by Austin Murphy in the December 2018 issue of The Atlantic. Murphy articulates his career journey as a result of being in an industry disrupted by technology. What really resonated for me about his story was his transformation…
When we don’t care about clients, we create a culture of complacency that infects our whole organization
One of my in-laws spent two hours on hold with an airline company last week after his travel agent had spent four hours on hold with the same company. When I asked him about the experience, he said he was happy he didn’t have to wait longer and said the person who answered the phone…
Most leaders are stressed when their staff doesn’t understand how to do their job properly. Here are five training areas most business people need to focus on to ensure their team is confident and capable: Customer service We take it for granted when we hire people to take care of our customers that they understand…
Employees play an integral part in the success or failure of a business
We were walking by the Vancouver airport recently and an employee was standing outside of the Plaza Premium Lounge greeting passersby and encouraging them to try the service. More akin to the credit card hawkers you typically find in an airport than a lounge greeter, this woman was engaging and aiming to please. If I…
Smiles release serotonin and dopamine in your brain, and that helps improve your mood
Whenever I give a presentation on the impact of body language in the workplace, I always include a section on the power of a smile. That’s because research shows that facial expressions send feedback from your face to your left frontal cortex, which in turn triggers the release of the neurotransmitters serotonin and dopamine into…
The importance of user experience (UX) has exploded in the era of ubiquitous personal computers, tablets and smartphones. Poor UX is a major reason apps and websites deliver disappointing business results. UX is the discipline that strives to make complex devices easy to use. Outside of computing devices, it applies to everyday objects, including cars,…
