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Using the Right Metrics to Measure the Customer Experience—and Predict the Future

Metrics that measure customer experience and predict the impact on the bottom line track the following criteria: credibility, reliability, precision, accuracy, and continued sales. So customer experience analytics enable a company to improve customer experience and ultimately corporate profitability

Wal-Mart’s Culture Shock

Wal-Mart stunned the advertising industry when it parted ways with its senior vice president of marketing communications last month amid allegations of personal and professional misconduct. Perhaps the former rising star's most serious crime, however,...

What Leaders Can Learn from the Pittsburgh Pirates

The quickest way to turn a 51-year-old man into a 10-year-old boy is to bring up baseball. And that’s exactly what happened when I received a call from Kyle Stark, the assistant general manager of the Pittsburgh Pirates. At the request of Clint Hurdle, the Pirates’ manager, I was invited to spend tw

What to Do if You Forget Someone’s Name

Unless you have a photographic memory or are one of the few people who can get away with calling everyone "kiddo," sooner or later you'll be in the uncomfortable situation of forgetting someone's name. No need to panic. These tips from a memory master are guaranteed to get you out of hot water every

When Friendships and Work Clash

According to a Gallup study, workplace friendships increase employee satisfaction by almost 50%. But when personal friends try too hard to maintain their relationships in the workplace, or if the friendships go awry, problems can arise....

Why Good Bosses Go Bad (and Other Issues that Keep Leaders Up at Night)

An interview with Nicole Lipkin, the author of the book What Keeps Leaders Up at Night. Lipkin discusses when good bosses go bad and how to avoid it.

Win-Win Is for Losers!

Wait a minute, that doesn't sound very politically correct, does it? The author of Black Belt Negotiating explains why people often unknowingly negotiate with the intention to fail. Here's how to make sure you wind up the big winner in...

You and Your Company: Making the Corporate Brand/Personal Brand Connection

Culture is a complex and critical component of leadership. Yet many leaders underestimate its impact or fail to deal effectively with it in conjunction with growth strategies and other business initiatives. As CEO Lou Gerstner said about IBM’s culture during a period of transformation, “I came to se

Breaking Through The Glass Ceiling at Work

We give our kids a time out when they misbehave. But working women who take a time out from their careers to deal with family responsibilities often find themselves punished with decreased earning power and promotion opportunities. A new study from the Center for Work Life Policy offers recommendati

Avoiding the Responsibility Trap

Extremes in taking or giving responsibility can produce conflict because of the reaction they produce in others. When one person fails to take responsibility, others can resent being left with the blame or the work.