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The Angry Customer
Customers are angrier than ever. People are tired of poor service standards, but more importantly, they are frustrated with bad cultures and systems that hinder good service. In a recent survey...
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Why your engagement process may be leading you astray…
Economics is a social science that analyzes all aspects of our society. However, as complicated and as scientific as it is, economic studies are rarely accurate. Why? Well one reason is traditional...
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A Customer Disengagement Story-AT&T
One week has gone by and I still cannot get my AT&T internet service working correctly. I have been on the phone with them and my email hosting company working to get my email working for at least...
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Customer Engagement Starts with Employee Engagement
Content employees generate satisfied customers. When a customer has a positive experience with a member of your staff, they are more likely to engage. Engaged customers refer their friends and...
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Got Engagement?
Are you wondering where the engagement is in your organization? Do you feel your company is as good as many, with good employees, and yet somehow there seems to be no magic? Are you waiting for...
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Pay Checks Can’t Buy Passion
On September 18th, The Professional Development Center hosted a day of showcased training options for driving organizational change and improvement. Here is a presentation by PDC instructor, Brad...
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The Engagement Culture
We have said that among the four things necessary to build engagement in the workplace are a mission and culture that support the behaviors associated with engagement. The specifics of the culture will...
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Four Organizational Freedoms
I was recently struck by Roosevelt’s famous words in his speech to Congress regarding the “Four Freedoms” needed to have a safe and secure world. Reading the words from this speech made me realize how...
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What makes your boss great?
Today is National Boss Day. National Boss Day is a day when employees take the time to recognize those in supervisory positions who they admire and think do a great job. So I encourage you to share...
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Embedded Engagement: It is a Process
We have discussed the ways in which building a culture of engagement in the workplace is like building a healthy home environment. One necessary component in this process is, well, process. An...
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Do we have the strength to be lead?
As the New Year begins, I would like to wish you a safe, healthy, and prosperous 2013! For those of you who are clients, I would also like to thank you for your continued engagement with...
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5 Ways to Engage Employees
The most important component in building an engaged workplace – the engaged employee! How do we ensure our employees come prepared and motivated to demonstrate high levels of engagement, and to inspire...
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Live Strong Or Die Armstrong: Trust, Engagement, and the Impact of a Brand
“A little circle of trust.” You may remember this line from the popular movie, “Meet the Parents.” It is used to describe a wedding ring. The symbolism is that the individuals involved are encircled...
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All Salute and No Shoot! What we Have Here is a Failure to Collaborate.
It has been said that human beings use only a small amount of their true abilities, cognitively as well as in their roles at work, in performing their duties each day. If each of us can do so much...
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Engagement is Collaboration: Art in the Making
Last week I said…”It has been said that human beings use only a small amount of their true abilities, cognitively as well as in their roles at work, in performing their duties each day. If each of us...
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The Pie Principle: An Employee Engagement Tool
Engagement…As American As Apple Pie? I recently heard a story that illustrates the impact of engagement and the power of one person to make a difference. The story is about a pastry chef named Karen,...
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Believing You Can When You Can't
Reblogged from Leadership Freak: Some singers only think they can sing. Tell them they can’t and you have a hearing problem. Believing you can when you can’t frustrates others and hinders you. Some...
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Okay, but that means I may have to bump October into next year...
Reblogged from Post it Notes from my Idiot Boss: My boss takes time management to a whole new level...
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Employee Engagement Surveys…Junk?
Back in the 90’s employee engagement surveys became the rage. Of course many of the surveys and the data were being collected in the 80’s. One of the seminal studies was made famous by the Harvard...
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