June 2013 - Shawn Casemore Keynote Speaker

Kept In The Dark

Recently my flight between Toronto Ontario and Chicago Illinois was delayed for several hours. The only information we were receiving from attendant at the terminal is that the plane was delayed leaving it’s last stop. Upon boarding the airplane the captain proceeded to advise that due to weather in the area, the Toronto airport had […]

The Buck Stops Here

I contacted my local dealer earlier today to confirm an appointment to have my car serviced. The first person I spoke with was very cordial and polite. As I waited patiently on hold to be transferred to the Service department a gentleman answered the phone, and in the most uninterested, unenthusiastic voice says: Service: “How […]

Differentiate to Dominate

If you have flown frequently then you have likely experienced a wide variety of service levels between carriers (heck, even within the same airline). During a recent flight to Ottawa Canada I flew Porter Airlines, a regional carrier with a much smaller fleet than their competition. From a customer perspective the experience was significantly different […]

Prone To Action Or Paused In Procrastination

While I was boarding to depart to Edmonton last week, I was walking down the gangway to the plane when I noticed that the gentlemen in front of me had what appeared to be a small child strapped to his backpack. More disturbing was the fact that the figure was folded over forward, head bouncing […]

Has Your Company Forgotten Who The Real Customer Is?

Continuing with my theme this week of “I didn’t know they published my article,” I thought you might enjoy one of my articles that was recently published by Smart Brief on “Has Your Company Forgotten Who The Real Customer Is? You can view the article by clicking here. Enjoy! © Shawn Casemore 2013. All rights […]

People, Produce and Profits: Enhancing Relationships to Maximize Value

If you follow my blog you’ll know that I periodically publish articles for a variety of magazines, periodicals and online sources, many of which I post here. There are however, some articles that are published without my ever knowing. This is not a bad thing. Most of these articles are submissions I have made, however […]

Effectively Managing Change (Part 2)

In our last post we discussed the top three principles to effectively managing change. Today I will provide the remaining three principles. 4. Managing change requires managing people: What are the behavioral styles, generational preferences and cultural attributes that your stakeholders possess? Are you considering these when working with stakeholders? Building and retaining strong relationships […]

Effectively Managing Change (Part 1)

Studies have repeatedly shown that change initiatives fail nearly 70% of the time. It would be ludicrous however to suggest that you don’t know how to manage change – of course you do. The challenge lies in the frequency and duration of change. Today we are dealing with more changes, more frequently than ever before. […]