It was another day of sitting on hold for Jane. She had been waiting for an hour, listening to one boring song after the other. Finally, she hung up and tried again. Once more, there was a long wait before it could become her turn to speak with a customer service agent.

Jane was so frustrated she w...

In today's world, it isn't enough to simply be different. If you're not innovative in a manner that has importance for your customers, you won't stand out from the crowd.

Innovative strategies will help you gain advantages over your competition by leveraging uniqueness and creativity.

The first st...

Even as we move into a post-pandemic world, does your work seem like an endless cycle of meetings, updates and reports?

You're not alone. In a world where knowledge workers are expected to be on-call 24/7, it's more important than ever to create personal and professional distinction by finding ways...

Many years ago, my friend George Walther became well-known through a program he delivered for organizations and sales professionals entitled, “Phone Power.” The content was the basis for a famous audio program that sold countless albums, as well as a bestselling book published in 1987 by Berkley Pre...

I hear companies testify they are “customer-centric” or “customer-focused.” Yet, when I ask them if their customers – and how they will be impacted – are at the core of every decision they make, the subtle response is, “You gotta be kidding, right?”

Instead, our customary concerns are how deci...

The former CEO of Best Buy, Hubert Joly, made a recent comment that everyone in business should heed:

“Status quo is not an option.”

As reported by Fortune, Joly said the pandemic presented all businesses with, “a health crisis, an economic crisis, a societal crisis, a racial crisis, an environmen...