Use the CARE Model to Serve Customers at a Higher Level

The quality of a company’s customer service affects its reputation as well as its bottom line. Customer service done well raises an organization’s image in the public eye and attracts new revenue. Customer service done poorly does the opposite. When an organization delivers with such excellence and consistency that its service reputation becomes a competitive…

Nine Lies About Work with Marcus Buckingham

Marcus Buckingham believes some basic assumptions about work are simply no longer true in today’s business environment. He shares his insights in his latest book, Nine Lies About Work: A Freethinking Leader’s Guide to the Real World, coauthored with Ashley Goodall. Lie #1: People care which company they work for. Many companies use their corporate…

Your New Boss is Nuts? Ask Madeleine

Dear Madeleine, I have been working for the internet arm of a retail company for almost twenty years. When I started, we were truly innovating with the speed and fierceness of a startup. I was given carte blanche because the internet business was growing more quickly than that of the actual stores. The website has…

Ken Blanchard on Leading at a Higher Level

The new, completely updated, third edition of Ken Blanchard’s perennial bestseller, Leading at a Higher Level, was released just last month. The first edition came out in 2006 and featured the best thinking from 18 different authors, summarizing the key concepts from all the Blanchard programs at the time.  The new edition continues that tradition.…