Dueling Checklists Killing Engagement?

Today, we have a dilemma that is facing many companies when it comes to hiring. Checklists are getting in the way. Having dealt with the application process for a while, I find it interesting what the automated process has done to the human interaction process. We have dehumanized the interaction so much that defensive processes […]

Leadership Crisis? – How About Coaching?

According to a recent government report the business world is currently in a leadership crisis. Up and coming managers, those who will be our business leaders of the future don’t see positive examples of “inspirational leadership” in their work places. Employees long to see a genuine shared vision, real confidence and trust in teams and respect […]

Leadership Includes Customer Experience

Today, all companies deliver a Customer Experience.  However, many times it isn’t always what the company intended.  At the call center, it is often a poor customer experience with unmet expectations. Does your company deliver the promised customer experience? Do you have a document outlining what the Customer Experience is supposed to be?, No, that’s […]

Business Tip #8: Telemarketing is NOT the Anti-Christ

Today, you’ll learn how to use direct mail marketing and, yes, telemarketing to your full advantage.  I know, the word “telemarketing” might as well be four letters, but there is a way to help customers feel like they are getting personal attention and keep them from blocking your number! With the success direct mail marketing […]

Another View of Pink

“The future belongs to a different kind of person,” says Daniel Pink, in his book, A Whole New Mind. It belongs to “…creative and empathetic right-brain thinkers whose abilities mark the fault line between who gets ahead and who doesn’t.” Pink claims we are living in a different age. A different time that demands different thinking. […]