October 15, 2006 - by Lou Russell
You've had it. You've been leaving voicemails and emails for your customer about decisions you need made that are holding up your delivery of her project. You've even tried to catch her in the hall to no avail. Today, you are copied on an email from this customer to her... More »
October 14, 2006 - by Ryan D. Bricker
We have all experienced what it feels like to have a memorable customer service moment. It's a moment when your expectations were not only met, but were absolutely blown away. You can make an emotional connection to a business or a brand because of that one experience. ... More »
September 14, 2006 - by Scott Saslow
It is a terrific idea for executive-development professionals to play a role in the strategic-planning process, the formation of high-level goals and execution plans. Why? Strategy formulation is the process of choosing the best path for an organization, based on custom... More »
August 14, 2006 - by Judith H. Katz
Organizations interested in total system change often over-focus efforts on new policies and procedures, as if transformation can be accomplished solely by rewriting the rule book. When we talk about organizational culture and total system we are talking about the colle... More »
July 14, 2006 - by McKay Christensen
The 2004 Indian Ocean earthquake, at a magnitude 9.0, generated tsunamis and caused one of the deadliest natural disasters in history. The earthquake was unusually large--750 miles of fault line moved 60 feet along the zone where the India and Burma Plates meet. The col... More »
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