KeFactors

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...

Recently I posted something about the forces reshaping our customers’ worlds* and, to illustrate, let’s consider a consumer product that’s p...

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.     ...