Today more and more research is pointing to the benefits of napping. It is becoming a health trend, and a workplace perk. Who is doing it? At Nike, employees have access to "relaxation rooms." Deloitte has created “nap rooms”, Pizza Hut International allows its staff nap time, and executives at companies such as AT&T, Metropolitan Life and McDonald's have participated in power napping workshops.

According to the National Sleep Foundation in Washington, Americans are sleeping roughly 20 percent less than their great-grandparents did. The problem is likely to worsen, too, thanks to the Internet explosion, all-night television, 24-hour stock trading, and the emergence of virtual reality games like Second Life.

Read the Business Week article “Napping Your Way to the Top” for the reasons why napping is increasingly becoming an accepted workplace practice.

Think about it…what are you doing to help your sleep-deprived employees?

Posted by Judy McLeish at 02:27 PM | Permalink | Comments (1) | TrackBacks (0)

As you know from my previous post, I was delayed over 3 hours on my first WestJet flight! This week, I received a letter in the mail...

On behalf of WestJet, I would like to apologize for the interruption in your travel plans on Sunday November 12th. We realize that all delays can potentially affect the rest of your itinerary, no matter where you are headed or the reason for your trip. We want to acknowledge the recent delay you experienced while traveling with us, and hope you understand that we continuously aim to bring you the most reliable service offered in the airline industry.

We hope this gesture will show you that we are serious about keeping your business. To thank you for your loyalty, and ask you to fly with WestJet again, we have set up a Future Travel Credit (FTC) for you in the amount of $237.00. We hope this credit will ease the cost of your next trip, and give us the opportunity to provide the reliable friendly and affordable air travel you have become accustomed to with WestJet. You are a valued guest, and we would like you to experience your outstanding customer service first-hand.

Thank you for your understanding and patience. If you have a question or concern you would like us to address, please use our Interactive Feedback Corner available at westjet.com

Sincerely,

Don Bell
Executive Vice-President and Co-Founder.

Wow - this was completely unexpected, but has solidified my commitment to WestJet!

Thank you.

Posted by Judy McLeish at 02:59 PM | Permalink | Comments (0) | TrackBacks (0)

1) Smile – Greet – Smile.
2) Suggestive Sell.

Interesting…regardless of whether or not these were created for video purposes – these messages are part of the Starbucks customer service philosophy and culture.

Smile – Greet – Smile – at Starbucks, partners are suppose to greet the customer within 30 seconds from the time they enter the store; chat with the customer before taking their order; and call out the coffee drink to the barista according to the companies specs (listing the temperature, the size, the modifiers, and then the name of the drink). Once completed, they are to make eye-contact with the customer and then say “Have a nice day”. Companies need to remember that even those that are recognized for delivering extraordinary experiences – it starts with the basics – smile and greet every customer.

The suggestive sell – it is interesting that Starbucks has a “suggestive sell” reminder posted for their employees. Suggestive selling is about reminding people of something they may need. For example, would you like something to eat with your coffee?

“It's been said that customers only see 30% of the products a vendor has to offer. It's a partners duty to point out things customers may have not seen or know about. Not only is suggestive selling a form of customer service, it also helps boost sales.”

Posted by Judy McLeish at 02:53 PM | Permalink | Comments (0) | TrackBacks (0)

Being proponents of enhancing the customer experience, we love to see innovation by companies in creating new and more innovative ways to reach their customers and their employees. We only wish we could access the private island to see what Sam Palmisano will say to his employees in the virtual environment. Best-in-class companies better take note. You don’t want to be left behind as the most innovative go into virtual worlds and create truly differentiated customer and employee experiences!

According to Reuters, IBM is looking to build a 3D intranet where its clients will be able to discuss sensitive business information. The company is already holding meetings and conducting development inside virtual worlds with about 20 major clients, including telecommunications and aerospace firms, a petroleum company that wants to use virtual worlds for training and “a major grocer in the UK” that wants to build a virtual store that will allow consumers to buy real-world groceries online..

…IBM's ambitions don’t stop with Second Life. They are also exploring how they can work with many virtual world players.

Posted by Judy McLeish at 02:26 PM | Permalink | Comments (0) | TrackBacks (0)

….and all of it is struggling to be heard.

Companies are trying to devise new ways to get relevant information, and training materials out to their employees. And they have recognized that the “same-old” method of corporate circulars, powerpoint presentation, videos, and facilitator-led training seminars are not always as effective, as they would have expected. Many companies are looking at new ways to entertain and train their employees, and are viewing Second Life as a training opportunity.

What are the most innovative doing?

IBM is using Second Life as a location for meetings, training and recruitment. A consortium of corporate training folks from Wal-Mart Stores, American Express, Intel, and more than 200 other companies, organized by learning and technology think tank The MASIE Center in Saratoga Springs, N.Y., is experimenting inside Second Life with ways for companies to foster more collaborative learning methods.

Kimberly Rufer-Bach is working with the University of California-Davis to develop a virtual training environment in the Second Life virtual world. The goal is to prepare, train and aid emergency workers in a simulated setting before they are called on to help in a real-world crisis. Watch the video provided by ZDNet.

Real-world simulations can only enhance learning. As well, transporting company “avatars” into a entertaining virtual world environment may just be the answer to “cutting through the clutter”.

Let us know you thoughts.

Posted by Judy McLeish at 02:24 PM | Permalink | Comments (0) | TrackBacks (0)

While everyone its not raving about the musical interlude, we can't ignore the fact that successful companies are built with engaged employees and brand passion.

Have a look at “bono” enthusiasm Bank of America shows for its creation of the “one bank, one card” team leading them all to “higher standards”, and make your own decision!

Posted by Judy McLeish at 02:22 PM | Permalink | Comments (0) | TrackBacks (0)

 Royal Bank of Canada has launched the RBC Next Great Innovator Challenge, which is a marketing campaign aimed at rewarding innovation among Canadian college students. How?

They are looking for the most innovative idea in the area of “teens and financial services.” What makes it more interesting – the most innovative idea will be rewarded with $20,000!

Wait is this a bank?

We went on the RBC Next Great Innovator Challenge site, and we were more than a little impressed. The site was eye-catching, innovative and had an introductory video which combined video, flash, and a woman who looked more like an "avatar" who had been transported from Second Life. It’s about time a Bank started appealing to a wider audience.

How successful has it been? Well in addition to lots of press, Royal Bank looks like it is moving from its conservative “blue” to a more hip, innovative bank. And teens and students think so too – at the conclusion of the registration period Royal had:
# of registered teams: 269
# of registered students: 927
# of participating schools: 45

In addition to the launch of the Next Great Innovator Challenge, Royal Bank also became the second financial institution to launch a blog behind Wells Fargo.

We look forward to more innovation from Royal Bank!

Posted by Judy McLeish at 02:20 PM | Permalink | Comments (0) | TrackBacks (0)

Have a look at our latest thinking on this dilemma. We believe that this type of thinking can’t last forever….have a read!

Posted by Judy McLeish at 02:16 PM | Permalink | Comments (0) | TrackBacks (0)

Everyone knows Google. There success is nothing short of spectacular. How have they done it? Obviously, a great product and service. But, we watched a video (prepared by Google employees) who talk about what it is like to work there. Watch the video to better understand why they are a great company.

How did their employees describe the work environment?

• Great people. “I am surrounded by bright, very enthusiastic people.”
• Interesting work. “It is exciting to be working on a product that millions of people use.”
• A philosophy of “fast over slow”. Yes, project don’t take ages to launch – they launch in days or weeks.
• The “Google 15”. What is the Google 15? “It is the fifteen pounds you gain, do to the amazing free snacks and organic food they provide for us here.”
• The 20% Rule. “All engineers get to spend 20% of their time working on their own project.”
• Work-Life Balance. “Flexible hours, work-out facilities, and a child care facility are just some of the benefits of working at Google.”
• Tech Talks. “We discuss engineering problems or the origin of the universe – to stimulate our minds.”

The result = ambitious ideas, fast resources, big achievements.

No wonder everyone wants to work at Google!

Posted by Judy McLeish at 02:11 PM | Permalink | Comments (0) | TrackBacks (0)

The result = the creation of a unique sense of place.

Posted by Judy McLeish at 02:50 PM | Permalink | Comments (0) | TrackBacks (0)

We read on.

“A company’s key asset is its relationships and usually these are “owned” by a few people either at the top or in sales. These assets have legs and if they walk, the business quickly follows. To protect themselves, many companies require key employees to sign non-competition, non solicitation and confidentiality provisions. But few non competition clauses are enforced by the courts.”

1. If non-competition clauses are necessary, ensure they are narrowly circumscribed in time and geographic area.
2. Ensure employees execute confidentiality agreements and are reminded of their obligation.
3. Quickly contact customers serviced by departing employees.

His list goes on…

We wonder why Mr. Levitt failed to provide companies with strategies on how to keep their employees versus how to protect their relationships when their Achilles heels “walked out the door”. We think that referring to employees as the “Achilles heel” is not the best method of attracting and retaining key talent.

What do you think?

Posted by Judy McLeish at 02:06 PM | Permalink | Comments (0) | TrackBacks (0)