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Hiring Right for a Customer-Focus Culture

Hiring Right for a Customer-Focus Culture It takes great customer service to win and it takes great people management to make this happen. In my previous blogs I have advocated the importance of People in winning through great customer service and a truly memorably and binding customer experience. Along the same lines, I would like you to think about what DigiCert VP Flavio Martins blogged so aptly on...

Memories: Are you Making Them With Clients?

Did you ever wonder why the phone does not ring? Do you ever panic when prospective individuals ask you what you do and your struggle with your delivery? There are reasons why many struggle with what to say to prospective clients: They are uncertain what to say They have not practiced the proper approach They try to say something different each time There is no consistency with the brand There is a...

Discovering Value in People

We all know that young people today – the so-called Generation Next – are different from what we’ve been used to, but I’m not sure we know why they’re different or how we can come to terms with those differences. Studies of society, through the millennia, have shown that people do change, albeit very gradually, but in the last twenty years we appear to have experienced a major shift. Is it real...

Creating Energy For Your Business

I was a decent track athlete and I hurdled in both high school and college. I remember the first time that I attempted hurdling – I was scared to death. My coach – Box James told me to “plant” my leg to create enough force to power me over the hurdles. Once I grabbed the concept sprinting over them was nothing. I learned then that force creates energy and energy – power. Bringing this forward I...

Will You Change – Really?

Perhaps the greatest challenge to organizations today is their ability to change to meet the demands of evolving markets. Since the stakes are extremely high – certain organizational death for those who fail to make the grade – it would be reasonable to assume that this is a primary concern for leaders. If it is, then why do so many organizational change attempts fail so miserably? Empirical and...