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Staffing shortages? Maybe you're the problem |
August 26, 2011 - When I speak at conferences about customer service strategies, I often hear managers discuss how hard it is to recruit and retain good frontline employees. Too many managers mistakenly assume the only way to keep people is to bite the bullet and pay more in salaries, benefits and perks. Unfortunately, those managers are often “fixing” the wrong problem.
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Who motivates the motivator? |
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August 11, 2011 – A leader’s primary purpose is to keep the energy flowing and the
dreams growing while at the same time showing up every day complete with a
smiling face and an endless supply of new ideas and solutions for the
day-to-day challenges. On many days the leader may feel as if a giant syringe
has been injected into his or her brain and all the energy extracted.
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The dos and don'ts of social media marketing |
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July 20, 2011 – If you haven’t gotten on the Social Media
Marketing (SMM) bandwagon yet because you think it’s just a fad with no real
bottom line benefit, think again.
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The future of customer service |
June 10, 2011 - You have no doubt noticed that technology is changing the face of customer service. Traditional ways we used to interact with customers, win their trust, and keep them coming back are becoming irrelevant. Here are three of the most significant trends in customer service, and how you can position your business to capitalize rather than capsize in response.
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Working with family members |
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April 5, 2011 - If you've ever been in business with a family member,
you know there are several advantages, but even the most dedicated, hard
working family member can experience or create tension, stress and
conflict in the company. Can you really separate your family history,
emotions and knowledge you have of a person at a deeper level and also
have a great working relationship?
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