Customer Experience When Messages are Mixed 
 
I always wonder: Does senior leadership know what their customer is experiencing, or are they out of touch?  Do they get to hear the truth from consumers of their product or service, or do unhappy customers just say nothing and never return?
 
My husband and I recently took all three (young [...]

 
March is the month we are focused on Selection and Retention of Top Talent.  However, many of you are in a position right now where you can’t add staff, and you need to increase profit without hiring. 
 

 
I have written a three-part series for smaller-sized businesses on how to grow your profit without growing your staff.  The three [...]

 
For many years we have been studying leadership, and it is the topic of development courses, books, workshops, keynote speeches, blogs, and so forth.  Are leaders born or made?  Who are our best examples of leadership?  Is good leadership different today than twenty years ago? Who was a better leader: Lincoln or Patton?
 
We read the [...]

You are a passenger on an airplane.  You look out the window of the place and the wing is on fire.  The oxygen masks drop down.  The flight attendants make an announcement that the pilot is going to have to make a crash landing on water.  You hear yelling: “Brace…Brace”.  People around you are starting [...]