You want your employees to be able to work in a comfortable, non-threatening environment. But whether through deliberate malice or ignorance, employees who harass others can quickly make a once-welcoming workplace feel threatening and even dangerous, as well as put the organization at legal risk.
Topics: Preventing Harassment
Imagine your customers flicking the switch on in their homes, expecting the lights to turn on. When they don’t, they check the circuit breaker, but even that doesn’t work. Using their cell phone, they call you, the energy provider, and a person at the Helpdesk assures the customer that your facility is working on the problem, but your customer still sits in the dark… for a full day.
Such was the situation that eclipsed the Northeastern U.S. in 2003, leaving 50 million energy customers nationwide without power and, for some, without running water for up to two days. In response to this massive blackout 12 years ago, the Federal Energy Regulatory Commission (FERC) has since more closely monitored energy projects and several facets of energy sales to prevent similar situations that could disrupt the flow of energy to consumers.
Even with FERC taking a more proactive approach by implementing new standards and policies to prevent situations that could disrupt the flow of energy to the grid, there is still the possibility that there will be threats. Just a couple years ago, intruders breached the Metcalf substation in California. After cutting the fencing, the intruders stole construction equipment being used for security upgrades; however, despite the severity of the attack, Metcalf did not report the intrusion until five hours later. Only a year before, gunmen attacked the facility and in a move that nearly caused Silicon Valley, the U.S. technology hub, to lose power they shot out 17 transformers. In that earlier attack, the facility was out of service for a month. And both of these recent events demonstrated that energy facilities could still do more to protect the grid.
Anti-Harassment: Preventing discrimination is vital for today’s diverse workplaces.
Harassment and discrimination in the workplace is a complex issue for organizations to manage effectively.
“We have gone from punishing behavior that is objectively wrong to that which is subjectively offensive,” according to women’s business issues writer Elizabeth Larson.
As such, cases of harassment and discrimination suits have become increasingly common, and high-profile and expensive lawsuits have been filed against private companies, non-profit organizations, and the government alike. Though many businesses would like to think they are immune from the possibility of being sued for inappropriate conduct, harassment can affect anyone. And we are all responsible for acknowledging and preventing harassment and discrimination in the workplace.
Many executives often believe that an organization’s trademark and logotype not only represents their brand, but is the brand.
However, while a brand may be powerfully represented by its graphic identity, an organization’s brand is far more than a logo. A brand is a promise to the consumer, a promise to fulfill a need by providing either a good or service.
But because many different brands offer the same products and services, it is the unique mix of an organization’s tangible and intangible values that a customer will consider when selecting a product or service.
These values make up the cornerstone of a company’s brand and set an organization apart. Think for a moment: though many retailers sell food or coffee or clothing, you probably have a place that you visit most often. Maybe it’s because the coffee house uses a secret recipe, or maybe it’s because the clothing is inexpensive but trendy, or because the food is locally sourced, but we all let a company’s values guide our purchasing habits.
For this reason, it is important to recognize your company’s own values and communicate them to your associates, your stakeholders, and your customers every opportunity that you get. Doing so will not only clarify and amplify the culture that your customers experience, but will carve out a deeper niche for your company within the market. By aligning your values with your customer, you will get their buy-in.
Is your retail service experience delivering on your brand promise?
Great retail brands are rare. For every remarkable experience, there are dozens of forgettable or (even worse) regrettable ones. Creating memorable retail service requires every operational touchpoint within a company be aligned to deliver the desired customer experience and brand promise.
Think of the many points of interaction associated with retail service. Signage, lighting, music, merchandise, flow, and interactivity are a few of the many elements that when carefully designed and controlled can create a phenomenal customer experience. However, there is one element that is often less predictable—your staff.
Topics: Learning Management System (LMS)