Share what you know with millions of people

Focus is the best place to turn what you know into remarkable content

×

Michelle Romanica

Follow Following Unfollow

20 points

March 28, 2012

Michelle Romanica and 8 other people answered this question

What three elements should a company focus on when building a good corporate culture?

Customer Experience, Employee Experience and Mission/Values/Vision

Human Resources

Corporate Culture

Employee Communications

Employee Engagement

July 31, 2011

Michelle Romanica and 38 other people answered this question

You own a popular local coffee shop, Starbucks moves across the street. What do you do to compete?

@John You've mentioned the "secret sauce". What I have learned from 3+ million customers, is the outcome of the interaction between employee and customer lies in the "human connection". That is the part that is NOT so predictable, repeatable, copiable and measurable. But it is ... more

May 2, 2011

Michelle Romanica is now following Paul Bershatsky

April 17, 2011

Michelle Romanica and 44 other people answered this question

What is more important: to resolve a complaint quickly or to acknowledge it quickly?

Apology or First call resolution?
Using a black/white, either/or approach to answer this question, seems like it would help us know how to serve customers better. But it is actually a gray “depends” type of question. What I found from my 32 year career as a ... more

Customer Service

Social Customer Care

April 14, 2011

Michelle Romanica recommends this answer by Mark Herbert

How does your company's corporate culture demonstrate that it values its employees?

Hmm, I have to admit I missed this one.
I think your culture can demonstrate your approach to employees in a number of ways;
- the hiring and selection process tells me a lot. If it is thorough and talks about more than just the ... more

General Management

Human Resources

Corporate Culture

Internal Communications

Following 0 Topics

Following 1 Person

Followed by 5 People

Knowledgeable in 8 Topics

Employee Morale

#27 of 30

Employee Communications

#21 of 37

#38 of 50

#48 of 71

Corporate Culture

#44 of 74

Employee Engagement

#116 of 175

#796 of 1456

Human Resources

#733 of 1481