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 »

Career Development , Human Capital , Senior Leaders & Executives

Business Impact , Career Development , Career Planning , Coaching and Mentoring , Integrated Talent Management , Leadership Development , Measuring and Evaluating , Training and Development - General

Do you ever think about lemons? In my work as a consultant, trainer, and coach, I think about lemons everyday. Some would say that the contemplation of lemons qualifies me for psychiatric evaluation, but before you rush to judgment, let me tell you how my thinking about... More »

Career Development , Human Capital , Learning & Development

Career Development , Coaching and Mentoring , Human Performance Improvement , Informal Learning , Innovation , Social Learning , Training for Multiple Cultures

It is clear that people are less likely to sue doctors whom they believe are acting in the patient's interest and who communicate clearly and kindly. Doctors discovered that good bedside manner is good business. This same principle holds true for business, good corporat... More »

Career Development , Human Capital , Workforce Development

Beginner Level Content , Career Development , Coaching and Mentoring , Leadership Development , Management Development

I'm on my way to Philadelphia and wondering if I remembered to let the dog in before I left. Like most people, leaving my house to go to work involves steps and passages, lists and projections, chores and ideas. I like going to work. I've been doing the same thing since... More »

Career Development , Human Capital

Career Planning , Coaching and Mentoring , Intermediate-level Content