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Some call them blogs—we call them must-reads

Social media proliferation, mobile applications and wireless accessibility have dramatically influenced how informal learning is taking place. The question is, are you someone who is embracing all of the relevant learning fragments available to you? If you frequently turn to social media and other online...

Suppose you and a friend are planning a large party. There are quite a few decisions to make – about food, drinks, music, decorations, and so on. You might need to borrow some chairs or rearrange the furniture.To put it in business terms, your planning...

With empowerment, a team’s actions can lead to higher customer satisfaction, improved employee morale and decreased time to resolution. We recently discussed the Action phase of customer service, so now we move onto how to Be Ready for what’s to come in order to best support...

Remember when you walked into a store and you only wanted to buy what everyone else was wearing?  Members Only jackets, Polo shirts, Jams! (You know you remember Jams!) Conformity was the norm and it seemed like everyone was rushing to get the same things.Today...

In the world of customer service, the phrase “defining moment” can be defined as any moment in time when your customer has the opportunity to evaluate how well you have met their expectations.In this omni-channel world, your customers’ journey can start anywhere: on the web,...

Buzzwords like “social selling” can elicit many different reactions from employees in the same company, same department, even within the same sales team. For digital natives, social selling may seem so obvious that it’s hardly worth mentioning. For others in the workforce, just hearing the...

If you are at the top of your field, climbing the ladder to get there, or a best of breed performer in your space, you are likely already a life-long learner.  In fact, Warren Buffett and Charlie Munger have been quoted to say, “The other...

Recently, during a cocktail hour at my company’s global sales conference, a colleague initiated a conversation about the way another colleague was holding his hands in a photo that was posted on social media. Apparently, the pose was considered offensive in his country.We discussed the...

Have you taken a Lyft to an Airbnb or an Uber to a Bumble date lately? Talk about information made powerful. The world has changed. The crowd is now exponentially empowered and the buyer way more informed. The good news is that the buyer is...