Andrea Belk Olson 
When improving the customer experience, look beyond the basics of just making the transaction process easier. Examine how you can provide unique transparency, insight, and information to help customers..
The popular Progressive commercials with Dr. Rick tend to hit a bit too close to home sometimes. .
Every organization wants to stand out from their competitors, but very few are truly successful at it. Outside of the frequently lauded names such as Apple, Amazon, and USAA, companies continue to do a lot of ‘talking about’ and ‘studying’ yet struggle to capture the same magic. The problem is these same organizations are using … Read more
Lean is all about simplification, streamlining, and eliminating waste. What could be bad about that?
Andrea Belk Olson outlines the three elements to change that impact resistance and how to overcome them. As organizations try to implement change, whether it be a new project management platform or a company restructure, they are often met with significant resistance.There’s a portion of the organization that wants to maintain the status quo and … Read more
If the Coronavirus pandemic has taught us anything, it’s that behavior is everything. The impact of the stay-at-home policies shows in the decline in new cases. But like a virus, behavior within organizations can be healthy or detrimental. Not only for individuals but for the success of the organization itself. Many companies emphasize their focus … Read more
There’s a constant push to differentiate in today’s competitive climate. But true differentiation comes from a deep, intimate connection with customers..
We frequently assume that if we hire someone with a great resume and a strong background of industry and competitor experience, we’ve found a gem. We hope that this person will bring to the organization a breadth of knowledge that will help provide new insights on industry best practices and secret sauces. If we can … Read more
Every leader wants to fix the problems in their organization. The issue is, that most leaders have a hard time diagnosing those problems correctly. It isn’t the case of a lack of seeing the problem, experience, or capability to correct it. The real issue is two-fold: being too close to the problem, and looking at … Read more
We look to leaders for many things. We have expectations of behaviors that reflect vision, confidence, and decisiveness, to name a few. However, the most important trait leaders need to have which is frequently less emphasized is courage. To quote poet Maya Angelou, “Courage is the most important of all the virtues because without courage … Read more
Andrea Belk Olson investigates the topic of customer personalization and explains how it can add depth to your customer relationship building..
If you want to start shifting from recruiting to scouting, here are a few ways to start..
Companies spend enormous amounts of money on employee training and education but they are not getting a good return on their investment..
There are quite a few best practices out there to gain customer feedback to help improve your organization’s performance and growth. But are you asking the right questions?
Companies who truly want to build an engaged workforce must look at employee connection and involvement..
When we examine the concept of understanding customers in 2019, there are three trends to keep in the forefront of your strategic vision..
Your customers are the ones that shape your growth, define your offerings, and pay the bills. But are you getting the customer experience wrong?
Organizations that understand the critical role employees play truly understand “customer experience”. Inspired employees deliver unforgettable experiences for customers..
According to Forrester Research some 77% of U.S. adults say that valuing their time is the most important thing a company can do to provide them with good service..