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Transforming Informal Learning Into a Competitive Advantage

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For U.S. businesses, maintaining a competitive edge (or even just staying in business at all) is as complex as the rush of economic news stories bombarding us each day. Faced with keeping up with shorter information and product cycles, businesses require more effective,... More »

Sales Performance

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Paula Ketter

As I peruse the 2010 first quarter results for companies such as PC Connection and O'Reilly Automotive, one major trend emerges. Both companies have a solid quarter because of their strong sales performance. The companies grew sales and earnings and improved operating m... More »

Superior Customer Service Boosts Market Performance

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Great customer service is an ideal that is so frequently bandied about in companies that it should go without saying, right? The truth is that the time and energy that companies invest in this area is often what separates the high performers from the low performers. Sev... More »

Value Over Profit Customer Service Models in the Training Unit

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Training professionals, particularly those employed in training units of larger organizations, are subject to the customer service philosophies and practices of their organization as well as the industry the organization works within. This is inherently good; a customer... More »

Seven Cures to Skipping the Needs Assessment

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When Asha saw Mike's name appear on her phone screen, she took a deep breath before answering. She knew the questions that would be asked, and she was clearly uncomfortable about verbalizing the answers. Making sure that the roof doesn't leak on your next e-learning pro... More »

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