KeFactors

I’m always telling myself to have courage, to be stronger today than I was yesterday, not because anything bad is happening, but because ...

Every organization will face a crisis at least once every three to five years. Its cause may be internal (lapsed judgment), or external (...

Years before the Great Recession, I was alarmed to see a change in behaviors: as if a strange malaise had overtaken the working world, m...

Every industry needs rules for the greater good. Fond as I am of regulations prohibiting pilots and brain surgeons from drinking on the job,...

Good intentions often make us say things we shouldn’t, especially when the pressure’s on and the customer’s complaining. Here are some co...

Human beings love stories, and we’re natural storytellers as well. And one of the first things a fiction writer learns is “Show, don’t te...

Take a look at this: http://www.youtube.com/watch?v=Ahg6qcgoay4 The matter of how teams learn has been studied for decades, and nowhere do...

I’m not saying flight attendant Steve Slater isn’t a nice guy. When your mom’s terminally ill and you’ve been a well-respected employee ...

I've decided the American workplace is increasingly impenetrable: Lawmakers fret our borders are too porous? Well, they should get corpo...

Customer. Client. Constituent. Donor. Stakeholder. Patient. As much as labels tell us what is , they also tell us what isn’t —and therein l...

It’s easy to tell which organizations put a premium on customer service and on their employees by how the latter responds to conflict—partic...

One of the first mistakes most people make when responding to customer complaints is to get overly mired in determining right or wrong.     ...

Jeff De Cagna (Principled Innovation LLC) describes it as “the recalibration of society.” What does that mean? Four forces are changing our ...