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Gen Y has created a need for a cultural overhaul that has not been this dramatic since women entered the workforce en masse. We need the talent and creativity this generation brings, especially when you take into consideration the looming employment gap occurring from the outflux of retiring Boomers |
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Friday, 11 January 2008 |
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Happy New Year! It's 2008, and the race for the customer continues at a fast clip. To win, you have to realize that it's a relay of sorts: Every department that impacts your customer throughout the lifecycle of that relationship must hand the baton off smoothly. |
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Thursday, 03 January 2008 |
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Some bosses act as though they're allergic to humor, bristling when employees joke around in the office and fretting over the line between humor and harassment. But Chris Robert, assistant professor of management at the University of Missouri-Columbia's Robert J. Trulaske Sr. College of Business, says joking around on the job can actually have a positive effect on productivity and employee retention. |
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Wednesday, 07 November 2007 |
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A great customer experience is one of the most important elements in today’s shrinking world, where customers have infinite choices at their disposal. Customers simply expect more than just a good product or a low price; they expect to be treated well. By providing an excellent customer service experience consistently, companies can win and retain the loyalty of their clients. |
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Wednesday, 07 November 2007 |
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Employee engagement can lead to superior financial performance as companies that increase employee engagement levels can rightfully expect to improve their subsequent financial performance, according to the latest WorkAsia research. |
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Wednesday, 07 November 2007 |
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When it comes to collaboration, many companies have a long way to go. "We are early in the cycle, maybe the second inning," says David Smith, head of the human performance practice in North America for Accenture, a global consulting and technology services firm. "Companies are beginning to attack it. Very few are getting it right." |
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Wednesday, 03 October 2007 |
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During the glory days of the dot-com boom, Chip Conley built Joie de Vivre, a chain of 17 boutique hotels in the Bay Area. Then came the tech bust, 9/11, the outbreak of SARS, and margin-crunching travel sites such as Expedia and Travelocity. One day a despondent Conley wandered into a bookstore to look for a self-help title. |
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Wednesday, 03 October 2007 |
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Too many companies still design CRM strategies to fit the limitations of their technologies or internal processes. This is a classic mistake. It's imperative that you have the qualitative and quantitative customer insight to drive your whole organization to serve the customer. CRM isn't just a technology -- it's a business philosophy. |
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Wednesday, 03 October 2007 |
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In the workplace we need to blend our masculine and feminine qualities, whatever our current purpose - passive or assertive, leadership or partnership, buyer or seller. Consider that you have the power to guide situations and achieve greater influence over desired outcomes. What if you learned to respond rather than react to triggers? |
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Tuesday, 02 October 2007 |
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In our American culture, we have the tendency to look outside of ourselves for leadership. That’s a trap. Isn’t it time we looked inside ourselves to see how we can be the leader we want and need to be in the 21st century. |
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Thursday, 27 September 2007 |
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