How to create an inspired workforce: Reveal
This post is the fourth in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to support
November 22, 2023
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Increase your customer service strength
I recently received a delivery of a weightlifting system by a local fitness equipment company. I met the delivery truck in my driveway and gave
August 23, 2021
The Curse of Knowledge Can Derail Innovation
I heard a story on the Manager Tools podcast that stuck with me. In the late ‘70s the chairman of Sony Corp., Akio Morita, noticed
July 19, 2021
The Commitment Quadrant
Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment
November 5, 2018
To ignore customers is to ignore principles
Last Friday, Alfred Angelo bridal retail stores filed for chapter 7 bankruptcy protection and abruptly closed its retail stores leaving throngs of brides in the
July 17, 2017
Why I fired Orbitz
I will apologize in advance for the detailed account that follows of an Orbitz service failure. It’s my preference to avoid long-drawn-out accounts of customer
September 20, 2016
Does your website promise more than you deliver?
Over spring break last month, like many Colorado families, we headed to Breckenridge for the week to ski and board. I had booked a 3-bedroom
April 21, 2016
More Proof That Perception Matters
I recently developed a learning activity for a client who wanted his team of 60 commercial property managers to recognize the influence that biases, preconceived
April 18, 2016
Customer feedback: a gift that keeps on giving
A study by Maritz Research and Evolve24 revealed that of 1,298 Twitter complaints, only 29 percent were replied to by the companies in question. Yesterday,
April 22, 2015
