Leadership development happens through a never-ending series of daily learnings. And let me tell you… the school of leadership is never out. The lea

Every CEO talks about how they want great customer culture and service.  Very few though, make it possible for their people to deliver great customer

I have led a couple of large customer service call centers in my career.  I love the passion and energy that the staff bring to the job every day. 

  We all make our decisions emotionally.  All of us.  It's the way we are wired.  Think of it this way... Two Brains Our brain is virtual

Are you having difficulties with customer retention? If you find yourself struggling with customer retention, ask yourself these questions: Is wh

As an added bonus this month, I have a very special guest blog post from an inspiring thought leader and colleague of mine, Graham Young. Read on as h

Most of us have been here before… We tell a close friend or family member about some new business goal we've set for the new year, and they respond

A good friend of mine was part of a team that climbed Everest.  His stories about climbing the world’s highest mountain are both captivating and in

It’s a new year, which means most people will attempt a fresh round of goal setting. Most people will also struggle with achieving their goals.  Wh

At this time of year most people take a moment to reflect on the year that has just ticked by to consider what may lie ahead. Even those individuals t