Leading from a Distance: One Year Post COVID

Now that we’ve dealt with the initial implications of leadership and development in a COVID environment, L&D professionals are increasingly turning their attention to what the future will look like in a post-COVID world. Remote working will not go away after COVID—in fact, many research firms predict that 2021 will see the number of employees…

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…