Roberta Chinsky Matuson
Creating Exceptional Workplaces and Extraordinary Results
Roberta Matuson's Blog

Monthly Archives: July 2011

Perfection

Why is it that businesses seek perfect levels of customer service, yet few are able to achieve this goal consistently? I have my theories on this, which I will explain after I share with you my definition of perfection all around. When is the last time you dined out at a restaurant where everything was […]

Posted in Creating Exceptional Work Places, Customer satisfaction, Leadership, Word-of-Mouth

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Poor Leadership in Companies Goes Straight to the Bottom Line

It’s no wonder that the movie, “Horrible Bosses” is playing to full theatres all across America. Everyone has either had a horrible boss at some point in his or her career or they know someone who has been in this situation. Poor leadership is an epidemic that doesn’t appear to be going away anytime soon. […]

Posted in Leadership
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Miserable Employees Make Lousy Company Ambassadors

Have you ever had a positive experience with a company whose employees are miserable? If so, I’d certainly like to hear about this, as the two don’t generally go hand in hand. Employees who are discontent make poor company ambassadors that make for a lousy customer experience. Most do the bare minimum (if even that) […]

Posted in Customer satisfaction, Employee Engagement, Management, Profitability
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Report from Paris: Nespresso and the Coffee Club

I’m honored to be featured in Marketing Strategy Expert Robbie Baxter’s blog today. Click here to read about Nespresso and the Coffee Club: Report from Paris: Nespresso and the Coffee Club        

Posted in Marketing, Marketing Strategy

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Employee Retention During Economic Recovery

Dave Gardner, who is a colleague of mine,  recently posted this on his blog. With his permission, I’m sharing this with you as the advice is timely for those organizations interested in retaining their top people. Too many employees have become terribly frustrated in this current economy due to overwork, stress, lack of effective processes, […]

Posted in Employee Engagement, Leadership, Retention, Workplace
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Is it Me or Does This Not Make Sense?

I’ve been involved in a conversation on a list-serve regarding the use of online training to deliver content on such sensitive subjects as harassment in the workplace. Now don’t get me wrong. I’m all for the use of technology and efficiency when it makes sense, but not when we use it to simply check off […]

Posted in Sexual Harassment
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Why Acting French Could Be the Best Thing to Happen to Your Business

I recently returned from a trip to France where I got to experience first-hand how the French do business. Here are a few of my observations. Every customer is greeted before any business is done. In fact, if you don’t say, “Bonjour,” the clerk will wait for you to do so prior to fulfilling your […]

Posted in Creating Exceptional Work Places, Customer satisfaction, Musings
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