Customer Focus: Lessons from a Roofer

Customer Focus: Lessons from a Roofer

Recently, a flurry of skilled laborers worked on my house. Some of them replaced the siding; others replaced the windows. A separate group painted the exterior trim, and still another group handled replacing the rain gutters. 

Quarterbacking this major project was a big, friendly guy who has been doing roofing and siding on homes in my area for decades. 

We'll call him "Mike." Because that's his name. 

A number of aspects of how Mike managed this project impressed me, but most of all, 

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Engaging Employees and Customers: An Interview with Heather Gordon

Engaging Employees and Customers: An Interview with Heather Gordon

My research, teaching and consulting frequently focuses on employees and the strategic use of human capital, and the topic of employee engagement has been hot for some time now. It’s clearly important—organizations oftentimes thrive most when their employees are fully contributing their efforts and expertise. Related to the topic of employee engagement is the area of customer engagement—another critical topic. 

Recently, I had the wonderful opportunity to pick the brain of someone who is on the front lines of engaging both employees and customers at one of the world’s largest companies: Heather Gordon, Ph.D. 

Heather is currently the customer strategy manager at Duke Energy Corporation. Here’s my interview with her. 

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