Customer service is a $92 billion industry and is outsourced faster than almost anything else as an organization grows. Consultants make thousands per day to “teach” people customer service. Why? After all, customers are who we all are – humans – right? Disturbingly, maybe not. Because when I ask people, “What is a customer?” … Read more
What is your higher organizational purpose? Recently, I was a part of a working group at a university. The goal: to define faculty, staff, and student expectations of behavior toward one another – a compelling and important task. As the group began brainstorming values of the organization to start coming up with expectations, I asked, “How … Read more
I am excited to announce that I am officially launching a new website: www.ZachMercurio.com Why? …to inspire individuals and organizations to deliver their purpose in the world. How? By using my practical experiences in building purpose-driven, effective, and transformational teams, cultures, and organizations inspired by my training and education in organizational learning, performance, and change. … Read more