Service in a Time of Rapid Change: Trust and Empathy During Crisis

– Written by Elizabeth Farquhar for the Center for Services Leadership Communications play a critical role in maintaining brand trust every day. Brands do this with customers much in the same way humans do with each other – through honesty, transparency, empathy, and by matching behavior to those values. During a crisis, trust is more …

Service in a Time of Rapid Change: Under Stress – Break or Change

– Written by Elizabeth Farquhar for the Center for Services Leadership Months before the U.S. woke up to the threat of COVID-19, Ron Zielinski was hearing about a new kind of pneumonia in China. Zielinski, who leads Global Customer Services for Coherent Inc., heard from one of his managers in Singapore in late December that …

Service in a Time of Rapid Change: The Unthinkable Happens…What Next?

– Written by Elizabeth Farquhar, Writer and Editor, for the Center for Services Leadership As sucker punches go, this coronavirus pandemic was a championship blow. Some companies would probably agree with boxer Mike Tyson, who said “everyone has a plan until they get punched in the face.” This is a historic moment, but we have …

Service in a Time of Rapid Change: Respond from the Heart – Generosity

– Written by Elizabeth Farquhar, Writer, Editor for the Center for Services Leadership One afternoon recently, marketing professor Leonard Berry paused in the middle of grading final papers and exams to describe our current frightening landscape: one million-plus COVID-19 cases, more than 60,000 deaths, unemployment growing to near-depression levels, and businesses shutting down—some never to …

Service in a Time of Rapid Change Series: Supply – The Long Pole in the Tent

– Written by Elizabeth Farquhar for the Center for Services Leadership Emergency response is nothing new to National Industries for the Blind (NIB). NIB, the nation’s largest employment resource for those who are blind, provides work to 6,000 people who are blind, including many veterans. It is one of the three central nonprofit agencies designated …