January 26, 2011 - by Maxine Kamin
Recovery is making good on a mistake. No matter how hard you try, you, or the company you work for, can make an error. Think of a mistake as an opportunity to regain the customers loyalty. As you read in Step 2, customers who have a problem that gets resolved are actual... More »
July 02, 2003 - by Pamela Dodd
At its heart, strategic planning is a rational management tool for setting organizational goals and deciding how to reach them. Trouble is, once a strategic plan leaves the drawing board, its implementation is often anything but rational. Why is that? Often, its because... More »
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article is part of Links Plus, a premium ASTD Subscription.