Training that Sticks

Who Are You? Make The Most Of Your Personal Branding

Posted by Barbara Randi on Thu, Dec 06, 2018 @ 11:12 AM
Sometimes I’m embarrassed to admit this; I’m a NCIS fan. I never used to be. I’m not even sure how it happened. I don’t even particularly like the lead actor, Mark Harmon.  Somehow, I still got hooked a few years back. I always try to catch the current season’s offerings, along with all the reruns, all the time, no matter how many times the episode’s been on. 

Which leads me to talking about Gibbs. Not about Mark Harmon.

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Topics: Branding

The Goal Mirage

Posted by Scott H. Lewis on Tue, Oct 16, 2018 @ 12:10 PM

It’s official: I’ve been named the Duke of (Hot)Dog.

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Topics: Goals

Humanization of Sales - The Next Step for the Survival of Organizations?

Posted by Daniel Spinelli on Mon, Sep 17, 2018 @ 13:09 PM

I do not know about you, but I feel disrespected every time someone tries to manipulate me into buying what they are selling. I've always been intrigued by how professionals and companies that use this kind of approach do not realize they are destroying their reputation and reliability in exchange for results in the short term. Especially for me, who works with human development, these sales approaches have always disassociated from what I believe to be the building of healthy and productive relationships.

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Customer Loyalty is STILL About the Humans – Part 2

Posted by Kristy Westfall-Moyer on Wed, Sep 05, 2018 @ 13:09 PM

“Customer Service Representatives need to be knowledgeable, courteous and pleasant when dealing with the Customer. So, stop focusing on technology only; in 2018 your Front Line Customer Service People will make the difference!”

- Nancy Friedman, President of Telephone Doctor Services

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Topics: Customer-centric Culture, Employee Engagement

Customer Loyalty is STILL About the Humans – Part 1

Posted by Kristy Westfall-Moyer on Thu, Aug 16, 2018 @ 14:08 PM

“Customer loyalty is STILL about the humans. Despite all the new industry buzzwords and CRM technology, in the end, customer relations in 2018 will depend, as it always does, on the Customer Service Representative.”

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Topics: Customer-centric Culture, Employee Engagement

Maximizing Your CSR Effort

Posted by Scott H. Lewis on Wed, Aug 01, 2018 @ 09:08 AM

Companies like to talk about their commitment to corporate social responsibility. Beyond the PR, though, they often show little understanding of how to design an appropriate CSR effort.  

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Do You Have a Culture of Training?

Posted by Joe Lipham on Tue, Jul 17, 2018 @ 11:07 AM

When my son was young, I was always amazed at the questions his mind developed. It usually started with “Is it possible…” or “What if…” Things such as, “Is it possible for a man to fly?” and “What if cows could suddenly give chocolate milk?” I would take the question, try to reason with it and figure out a logical conclusion as to what exactly could happen. One day as we were getting an oil change for my car, my son asked, “What if you never changed the oil or put any oil into a car what would happen?” It was an easy answer; the car would cease to run. I explained to him that if you fail to change the oil, the oil becomes dirty and fails to lubricate the engine. Once that happens the car engine stops working and the car is no longer able to function.

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Topics: Training, Employee Development

What You Are Saying to Your Customers, Really…?

Posted by Merry Gagg on Tue, Jun 19, 2018 @ 08:06 AM

Whether we like the idea or not, your customer judges you and your company within microseconds. And, I have news for you – so do you, when you are the customer! We all do it; making judgements even when no words have been spoken.

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Topics: Customer Experience, Employee Development

The Customer Experience: how to make hotel guests feel like they’re getting more for their money

Posted by Francis Prézeau on Mon, Jun 04, 2018 @ 12:06 PM

The following blog was written by Francis Prézeau, President and Managing Director of Signature Canada. This was originally posted on Signature Canada's blog, as well as on

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Nuclear Email

Posted by Scott H. Lewis on Tue, May 15, 2018 @ 09:05 AM

The immediacy provided by emails and messaging apps is wonderful, except when it isn’t. 

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Topics: Email, conversation

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