New Course Offering! While diversity and inclusion are popular topics in the media and for many progressive organizations, the concepts of diversity and inclusion can be slippery and elusive. What are diversity and inclusion? How are they related to each other? How do you know if your organization is diverse and practices inclusivity? What diversity and [...]
You’ve invested a lot in your business, with countless hours spent perfecting your products or service features. Unfortunately, those offerings don’t have as much to do with customer satisfaction as you might like. Studies show that 70 percent of the factors affecting customer retention are based on interactions with your staff.In fact, a well known study [...]
We’ve all encountered the salesperson who offers to help, and then proceeds to push a product that’s completely unrelated to what we are needing. You might find yourself thinking, “Are they even listening to what I’m saying?”Well, if the salesperson is taking a transactional approach to selling, chances are they’re more focused on their sales goals [...]
The one constant in the business world is that there will always be change. And of course, some types of change are easier to deal with than others.Mergers and acquisitions represent tremendous change for any company, and the stakes couldn't be any higher. In fact, it’s estimated that U.S. company mergers fail more often than marriages.As [...]
Let's review a common scenario for just a moment. You have done your best to prepare for an important presentation you must deliver internally or externally. You’ve created a myriad of PowerPoint slides and have practiced each and every word over and over. The day your scheduled to present, you get in front of the audience [...]
Did you know that it’s National Customer Service Week? Because this week is devoted to recognizing the importance of customer service, it’s an ideal time to review how committed your team is to providing outstanding customer service.Studies show that a customer’s interaction with your staff makes up about 70 percent of the reasons why they return [...]
There’s been a lot of coverage in the news these days about how Americans are lagging behind the rest of the developed world in terms of basic skills, such as math, science and literacy. This is an important issue to be addressed in our school systems.But what about the competency of American office workers already in the workforce? [...]
