How does your business manage customer experience? Is customer experience even a priority? According to Forrester’s report, “The State of Customer Experience Management, 2013,” most businesses are failing at tracking, assessing, and managing their customers’ experience – despite knowing how important it is for their future success. Read the full entry
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Whether you sell a product, offer a customer web portal or simply receive a high volume of support calls from customers, a help desk is something you may already be invested in.
However, handling these operations in-house may not be the most efficient or ideal solution. Read the full entry
High levels of employee engagement within your business are a necessary element of your business’s overall success.
If your employees are not fully engaged, you need to re-examine your organization and find ways to improve your company culture. Read the full entry
It’s springtime, and spring cleaning isn’t just for your house. Once you’ve cleaned out the garage and gotten your warm weather clothes from the attic, it’s time to do the same for your business.
As a continually evolving business, it’s important to take time each year to clean out the cobwebs. A simple and quick check of your business’s assets and processes will be just what you need to prepare for summer. Read the full entry
Millions of people admire the passion of Cesar Millan, star of National Geographic Channel’s “Leader of the Pack.” Cesar works with man’s best friend to help create a much more positive and enjoyable home life.
But, what does Millan’s work have to do with running your small business? There is a common theme throughout the Dog Whisperer’s work; bad behavior in dogs is not necessarily the fault of the dog, but the owner. While your employees are not comparable to the animals he works with, his ideals and processes can be valuable to any manager or business owner. Read the full entry
Take a moment and think about the people in your life that you trust. You’re probably imagining your spouse or maybe your parents.
So, how far down the list do you have to go on the trust graph before you come to people you don’t even know? Surprisingly, according to a recent survey, total strangers don’t actually sit on the bottom rung of your trust-ladder; your boss does.
When you think about it, this isn’t actually all that strange. After all, doesn’t it sometimes feel like you and your bosses are on opposite sides of an ongoing battle? Read the full entry
The thinking around management and leadership techniques has changed over the generations. If you are over 50 you will definitely remember the autocratic style of managers whose philosophy was, ‘Do it my way or the highway!’
Although we still come across some managers that are like this, luckily they are few and far between. So, what is the modern way of managing? We look at a few key techniques that make you a modern manager. How do you stack up? Read the full entry
Flattening business hierarchies and removing layers of management is a hot topic in the business sphere, with staunch proponents on either side of the debate. In an article from LinkedIn, the issue is clearly defined:
“Too many employees work for their boss rather than their company or their clients. Businesses these days are filled with multiple layers of management, and employees often find themselves playing politics and focusing on tasks to make their boss happy.
At the end of the day, the company quickly forgets what their goals are and what they are in business to do — and everyone is focusing on the task at hand with little sense of how it fits into the bigger picture.” Read the full entry
A successful behavior change initiative for your small business is effective only when it creates impactful, lasting change. Despite the tremendous amount of time and money that organizations invest in such campaigns each year, research by The Forum Corp., a Boston-based training and development organization, shows that only 14 percent of behavior change initiatives actually stick.
Traditionally, organizational learning and development interventions have focused on the visible, concrete, “main event” components of learning: Read the full entry
Having employees contribute to your social media profiles can help you expand your outreach, increase your followers, and attract new employees through the positive engagement of your current workforce.
However, this contribution can backfire if you do not have policies and training in place that guide how your employees participate on your pages. SmallBusiness.Chron.com suggests, “A proactive approach to starting official company accounts and managing the content helps you maintain a positive online presence.” Consider these tips before letting employees loose on your social accounts. Read the full entry
