Petco has expanded Vital Care wellness rewards program to include new services and added cats. References to growth from its customer experience and retention strategies makes this article informative reading for animal health pros. Vital Care members typically spend three times more with Petco than non-members” - Ron Coughlin, CEO Source: Forbes, March 8, 2022. Link. Seven … [Read more...]
Pets can be an important part of your business plan
More than 70 percent of U.S. households include a pet and 88 percent of them think of it as part of the family. Plus, according to an ASPCA survey, 23 million American households added a new pet since the beginning of the pandemic. Modern pet parents want housing, workplaces, products and experiences to recognize and integrate their animals. Put another way — if your … [Read more...]
Don’t reinvent the wheel
Imitation is the highest form of flattery. Here are five suggestions from successful executives that may help your business become more successful. Source: Forbes, January 11, 2022. Link. We are very good at saying no to lots of things.” - Daniel Ek, CEO, Spotify INSIGHTS: These five tips are the key to “see around the corner” … [Read more...]
Leveraging digital communications and chats
Svetlana Stavreva shares feedback and discovery from moderating a Twitter chat about communications and public relations in the digital era that gathered experts from all over the world. In Question 2 she asked, “Is the constant repetition of the same message a friend or a foe?” Stavreva shared surprise from feedback indicating same-messages repetition is a must for brands and … [Read more...]
The secret to hiring customer service employees
A great customer experience depends on great employees, says Micah Solomon. The secret is to hire your customer-facing team based on psychological traits, in addition to thinking about the specific skill set you’re looking for. Solomon shares five key traits using the acronym W.E.T.C.O.: Warmth Empathy Teamwork Conscientiousness Optimism Source: Forbes, … [Read more...]
Empathetic leadership
Effective leaders demonstrate a wide range of skills, abilities and characteristics that all play a part in their effectiveness. The ability to empathize with others plays a major role as Tracey Brower explains. Source: Forbes, September 19, 2021. Link. 76 percent of people who experienced empathy from their leaders reported they were engaged compared with only 32 percent … [Read more...]
Use time blocking for better time management
Time blocking is the practice of planning your schedule for the day in advance by blocking every hour of your day for specific tasks and responsibilities. Thomas Griffin explains how to start time blocking and its benefits. Source: Forbes, September 15, 2021. Link. The reason why time blocking works so well is that, unlike an open-ended to-do list, here, it helps you focus … [Read more...]
Survey: Workers ages 18 to 44 want payday more flexible
A study of U.S. workers conducted online by The Harris Poll in August 2021, “. . . reveals clear expectations from millennials through Generation X employees (between the ages of 18-44) to make payday more flexible.” Ernst & Young estimated every day there is approximately $1 trillion in accrued employer payroll accounts in the U.S. and 36 other developed countries. 83 … [Read more...]
13 words and phrases to banish from crisis communications
We’ve all had to communicate during a crisis, especially animal health communications pros. Senior leadership must recognize what may be perceived as a minor issue internally will not necessarily be perceived that way externally. Choosing your language carefully is never more critical than during a crisis. Thirteen members of Forbes Communications Council shared one word or … [Read more...]
Stay in your discomfort zone
Last week we shared career stages veterinarians experience <Link>. The first five years could be called uncomfortable. Syed Balkhi advocates embracing discomfort. Feeling discomfort and resistance are normal experiences. And whether you’re a leader, a professional or a creative person, your best chance at growth and transformation is by getting comfortable with … [Read more...]
Difficult conversations with your boss
Knowing your audience is an essential part of success for a public speaker. It can also be effective when you have one of those difficult internal conversations with someone higher up the ladder than you. Dr. Joel Rothaizer’s advice in this article will make that interaction easier and the outcome more productive. Source: Forbes, April 20, 2021. Link. Taking the perspectives … [Read more...]
Refining leadership skills
No doubt 2020 was challenging for everyone. What was projected as 14 days to flatten the curve will soon morph into 14 months and counting. One lasting lesson is the need for the constant fine-tuning of leadership skills, as Melissa Daimler points out. Source: Forbes, November 24, 2020. Link. It has demanded an evolution of how we work and what we learn. The shifts in these … [Read more...]
Worth a Glance – March 18, 2021
The 5 best TED Talks to watch today Source: Forbes, March 5, 2021. Link. Topics include work stress, side hustles, anxiety gaps, teaching girls, freelancing. Four causes for ‘Zoom fatigue’ and their simple fixes Source: Stanford News, February 23, 2021. Link. “Videoconferencing is a good thing for remote communication, but just … [Read more...]
34 percent of Americans take daily naps – here’s how they can help
Research shows power naps are great stress buffers. They boost the immune system and reduce the level of cortisol in your blood, refreshing you and refueling your engine. 81 percent of employees experience the afternoon crash an average of 3.2 days per week” Source: Forbes, March 13, 2021. Link. Studies at the Salk Institute show that brain activity, memory, and the power … [Read more...]
Talking to yourself can improve career growth
Self-talk is one of the more effective tools to thrive at work, home or play, writes Bryan Robinson, PhD. The silent conversations we have with ourselves can make or break our happiness and success. He says the simple act of talking to yourself in the third person, helps with self-control and yields benefits of calm, clarity and confidence. Source: Forbes, February 3, 2021. … [Read more...]
Overcoming 4 WFH challenges for remote Gen-Z workers
It will require thoughtful use of resources to advance Gen-Z’s contribution in a virtual workspace. According to a new study by Ten Spot, 54 percent of Gen-Z workers report being less productive when working from home. Source: Forbes, February 2, 2021. Link. The main challenge factors and solutions are: Distractions: requires time management and structure Boredom: … [Read more...]
The future of work?
Upon examination, these months of operating in survival mode provide valuable insight into how organizations and people can move forward from this disruption and position themselves to navigate future disruptions that are bound to occur. In short, we see a path toward thriving, not merely surviving. Source: Forbes, November 18, 2020. Link. Going forward, leaders and teams … [Read more...]
Radical empathy part of 5: Other ways to rethink customer experience
Bridget Brennan’s Forbes article dovetails with discussions from the AVMA 2020 Economic Summit Day 1 theme, Transformation through Collaboration. Richard R. DeLuca, Jr., executive vice president of Merck, and president of Merck Animal Health, emphasized “getting comfortable with being uncomfortable” and “listening to the customers’ experiences.” Brennan said innovating your … [Read more...]
Empowering empowerment
Firms are finding out that transitioning from an authoritarian model to an employee-empowerment model is not easy. It requires new behaviors and new ways of thinking for executives and employees. Source: Forbes, August 4, 2020. Link. Empowerment is an active process. It involves coaching or teaching team members to self-serve, to make decisions, and to use less of their … [Read more...]
Improve your mental strength step by step
The current pandemic greatly demonstrates there is a real scarcity of mentally strong people. Spend more than a few minutes on social media and you will be exposed to meltdowns over trivial concerns. I wondered why, so I searched for advice on improving one’s mental strength. Source: Forbes, January 7, 2019. Link. Most of the articles on mental strength focused on what not … [Read more...]
Build your mentoring team
It is well-documented that those who are mentored outperform and out-earn those who are not. They get promoted more often and report lower burnout rates.However, having just one mentor is limiting. Having a team of mentors puts you in the driver’s seat. Source: Forbes, July 6, 2020 Link. Tell people what your goal and plan is. Mentors will emerge with guidance and … [Read more...]
New research shows gender bias remains an issue, including with veterinarians (video)
Andrea Morris summarizes recently completed research on gender bias, the progress to reduce it and implicit biases, regardless of gender. It is timely. Sociologist Shelley Correll discusses the stalled gender revolution and how women can overcome bias at work. Deeply embedded systemic bias influences our thinking in such subtle and profound ways that we may unwittingly … [Read more...]
Autoship sales projected to help Chewy retain 1.6 million new customers
Commentary: includes complementary commercial content from VetSource® Chewy’s success is getting noticed by our industry. For veterinary hospitals, it is a definitive call to action to embrace, implement and optimize home delivery” - Kirk Augustine Like Amazon and other e-commerce retailers, Chewy has seen the kind of growth that was expected to take years to achieve, get … [Read more...]
Survey reveals 1 in 3 adults misused bleach
The Centers for Disease Control says about one in three adults intentionally used chemicals and disinfectants unsafely, according to results from a recent survey < link >. Some of the high-risk practices included using bleach to wash fruits and vegetables, applying household cleaning and disinfectant products to bare skin, and inhaling, gargling or ingesting cleaners and … [Read more...]
Remain calm and ______________
It’s the perfect slogan on a tee-shirt. Easy to say. Hard to do. No question there is stress in the animal health industry. And, there’s no question Covid-19 has added to existing stress levels. So, how to the most successful industry professionals handle stress? Travis Bradberry’s 2014 article will give you some insight. Source: Forbes, February 6, 2014. Link. When things … [Read more...]
A pandemic positive
The massive shift in people working remotely during the pandemic has not only made people reassess what is most important to them, but also demonstrated that a better work-life balance is within reach, through a flexible work schedule. Source: Forbes, May 19, 2020. Link. With flexible work being the default in a world that must adhere to social distancing, the argument that … [Read more...]
Advice for businesses in the next normal
As pandemic guidance is relaxed, there are considerations for personnel at all levels. Three articles offer guidance as people return to workplaces: Source: The legal dos and don’ts of returning to workplaces, Human Resource Executive, May 7, 2020. Link. Many employers are wading into uncharted legal territory as they aim to keep the workplace and their employees safe, all … [Read more...]
Temple Grandin: Big is not bad. It is fragile.
Temple Grandin, Colorado State University animal science professor and autism advocate, weighs in on the current state of meat processing, the overwhelmed supply chain and possible animal welfare effects. Big operations are extremely cost efficient. That’s why they’ve been built this way, she says. The downside is the fragility of the supply chains, as Covid-19 proves. This … [Read more...]
Make your problem your business
It is difficult to imagine how big an opportunity can be when it’s a problem or market that is very specific. You may dismiss it as a problem you identified that is uniquely yours and assume it is a small opportunity. Or, you can’t fathom how you would possibly create a business model around the concept. Source: Forbes, April 21, 2020. Link. We were spending our time … [Read more...]
Been there. Done that. But, have you recently?
Our world IS scrambling to deal with immediate and mid-term fallout caused by COVID-19. We are dealing with a global five-alarm fire. Local levels, however, may only be a one- or two-alarm fire that can be managed proactively. Proactivity requires setting priorities. It may have been years since you were trained on the urgent/important principle President Dwight D. … [Read more...]