Why It’s So Hard for Successful Leaders to Change
The higher we move up the organizational ladder, the more our employees let us know how wonderful we are! Our behavior is often followed by positive reinforcement, even when...
Leadership is a Contact Sport: The Follow-Up Factor in Management Development
The authors reviewed leadership development programs in eight major corporations. Rather than just evaluating “participant happiness” at the end of a program,...
Effectively Influencing Decision Makers: Ensuring That Your Knowledge Makes a Difference
In some cases, decision makers may be immediate or upper managers —in other cases they may be peers or cross-organizational colleagues. In any case, these suggestions...
Team Building Without Time Wasting
A common challenge faced by today’s leaders is the necessity of building teams in an environment of rapid change with limited resources. The process of re-engineering...
Why It’s So Hard for Successful Leaders to Change
The higher we move up the organizational ladder, the more our employees let us know how wonderful we are! Our behavior is often followed by positive reinforcement, even when...
Global Customer Returns: How to Retain a Competitive Advantage
Siefert shares his industry insights on the challenges of cross border returns, balancing efficiency and cost and global vs. local repair strategies. Download the interview...
Eight Enlightening Ways To Improve Customer Experience On Multi-Channel Platforms
Developing multi-channel management to improve customer experience across the whole business is one of the main pain points for companies in the DACH region. In...
Dissecting Swarovski’s Sparkling Customer Experience Strategy
In this exclusive interview, Karin Winkler, Customer Experience Manager, Swarovski, shares the company's strategy for creating a mindset of excellence amongst Swarovski employees. Focusing...
DHL Decipher the Dark Side of Data in Customer Experience
In an industry where Big Data is King, it can be quite controversial to not share the same views on the benefits of leveraging data to improve customer experience. However,...
Global Customer Returns: How to Retain a Competitive Advantage
Siefert shares his industry insights on the challenges of cross border returns, balancing efficiency and cost and global vs. local repair strategies. Download the interview...