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SOLVING THE TOUGHEST MANAGEMENT CHALLENGES—TOGETHER
Energize and Sustain Communities of Passion (CoPs) by Building Virtues into the Organization’s DNA
CoP's are "a group of people organized for a specific purpose around a shared set of values; who collectively care deeply about the purpose, adhere to the shared values and are selfless in their pursu
on June 12, 2011
communities of passion
Voice of the Customer
The one key to making a giant leap upward
Our basic leadership strategy today can be summarized in five words: “Do This, Don’t Do That.” And nearly every management innovation today is nothing but a variation of that fundamentally flawed stra
on October 1, 2010
setting strategy and direction
Increase salaries and get better performance
Customer service professionals nurture a company’s most important assets – its customers –, but they are also some of its lowest paid employees.
on June 12, 2015
8 Reasons For Killing Annual Performance Reviews
No one likes annual performance reviews. Managers hate doing them and employees hate getting them. Instead of wasting time on this, I suggest totally eliminating the annual perforance review.
on June 30, 2015
annual performance review
Building a Frictionless Company
So often, we set our company policies with a desire to balance customer interests against our own. But what if we designed a company to be
completely customer focused
on November 11, 2011
The First Line Manager: Customer service is critical to creating goodwill.
I was cleaning out my closet and came across a customer service training video the Western Division of Alabama Power made in 1984.
Jim McGriff, Jr.
Jim McGriff, Jr.
on June 27, 2019