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Michelle Ray

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Innovation

Sink Or Swim? How To Anticipate Change

May 27, 2016 by Michelle Ray

Why do organizations repeatedly react to rather than plan for change? Why are leaders often stupefied by the glaring realization that their workforces are aging, or that their customers have “suddenly” switched allegiances?

Consider the example of Mike, a manager working in the wholesale grocery business. Mike sought my advice to lead his department through change. He had just received a list of his company’s soon-to-be retired employees. [Read more…] about Sink Or Swim? How To Anticipate Change

Filed Under: Business, Business Motivation, Change Management, Creativity, customer service, economy, Innovation, Leadership, Talent War, Technology, Uncategorized Tagged With: Change, future of work, Lead Yourself First Institute, Michelle Ray, Talent Retent, transformational service, workplace

Here Today. Gone Tomorrow…Why Customers Go Elsewhere In A New Economy

March 2, 2016 by Michelle Ray

The question: “Why Customers Go Elsewhere?” remains timeless, even in the digital age. Unfortunately, many businesses fail to deliver on a simple premise: Take Care of the CUSTOMER. This applies to every individual, whether or not he or she has regular, direct customer contact.

In a memorable Seinfeld episode, Jerry and Elaine are incredulous as the customer service representative from “Worthy” Car Rentals informs them that her company has no mid-size cars available, despite the fact that Jerry has reserved one. The exchange becomes heated when Jerry exclaims “you know how to take the reservation…you just don’t know how to hold the reservation.” The customer service representative discusses the matter with her supervisor and offers Jerry a compact size vehicle instead, which he accepts. The scene ends as Jerry agrees to take full insurance on the vehicle, informing the agent that he will be sure to “beat the hell out of this car.” [Read more…] about Here Today. Gone Tomorrow…Why Customers Go Elsewhere In A New Economy

Filed Under: Business, change, economy, Innovation, Leadership, Uncategorized Tagged With: Customer loyalty, customer service, Michelle Ray, New economy, Rental Car Complaints, Seinfeld, Uber

Three ways we kill our creativity

January 14, 2016 by Michelle Ray

I recently had the opportunity to take Cayden, my eight year-old grandson, to a hockey game. Fortunately for me he loves watching hockey as much as I do. As we walked into the arena, Cayden immediately noticed all the merchandise for sale. He asked the salesperson how much a “Number 33” jersey would cost, knowing that the price would far exceed his (or grandma’s) budget. He’d already pictured himself wearing one with pride, whether we attended a game or watched on TV. What he didn’t realize was the fact that I already had a “plan b” in the works to purchase one elsewhere. As we took our seats a few minutes later, Cayden said: “It’s OK, Grandma. You don’t have to worry about buying me a jersey. Santa is going to bring me one.” I savoured the moment, having no intentions of shattering Cayden’s imagination. Santa would deliver! [Read more…] about Three ways we kill our creativity

Filed Under: Attitude, conferences planners, Creativity, Innovation, meetings industry, Motivation, Negative Thinking, positive thinking, Uncategorized Tagged With: attitude, Fear of Failure, Imagination, innovation, Michelle Ray, Self-movitation

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