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With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business lea
#1. I should have. ‘Should have’ is backward facing. Do your best to speak into the future. Instead of shoulding-yourself, say, “Next time.” #2. You should have. Why didn’t you? See #1.
Photo by SHaHraM Anhari on Unsplash. This message is excerpted from the book Life Coaching for Successful Women: Powerful Questions, Practical Answ ers by Valorie Burton. Research shows that resilient people think differently. They have a set of skills – sometimes learned, other times innate – that allow them to persevere, manage stress, and triumph in the face of challenges.
Technical degrees might open doors—but it’s the soft skills that keep them open. In the face of disruption, evolving workplace dynamics, and rising expectations of leadership, soft skills like communication, emotional intelligence, and presence have become core business essentials—not nice-to-haves. Inspired by stories from her father coupled with her own career journey, seasoned executive Chandra McCormack breaks down how to lead with impact, connect with purpose, and cultivate a workplace cult
“The most innovative or unique idea my company implemented in the last year that actually improved engagement for our employees is _?” Every month, we ask members of our HR Superstars Community an “icebreaker question” like this one around a different topic. Just like our first question ( What keeps HR leaders up at night? ) the responses to this question were phenomenal: It’s fascinating that higher engagement isn’t always sourced via streamlining productivity or creating clea
Organizational development is a complex process. You need to understand its various stages and what to do in each to successfully navigate it. So what stages of organizational development are there and what do you do in each of them? Let’s dive in! Contents What is organizational development? What are the stages of organizational development? Applying the organizational development stages Want to delve in deeper?
While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture. That means: Optimizing interviews for people in different time zones.
While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture. That means: Optimizing interviews for people in different time zones.
When making decisions the most important thing is to make them. The principles of decision-making include: Go with your highest point of clarity. (Important decisions are never perfectly clear.
Photo by Markus Spiske on Unsplash. How can we build Great Teams within our organizations? And how can we sustain excellence once Greatness is captured? To find answers, where might we turn for a model of success? I suggest you start with USA Basketball. The collection of elite NBA and college basketball talent once known as the Dream Team lost its way a few years ago – as many successful teams do – and was in desperate need of a reboot when it turned to Mike Krzyzewski from Duke to serve as hea
Creating a Kanban board will help you visualize your workflow and improve processes. The very first Change Management Principle of Kanban states, “start with what you do now.” However, this can be overwhelming if you own multiple different types of projects and tasks. Learn how to get started in just three steps. Continue reading How to Create a Kanban Board: A Practical Guide at agile42.
Join us for a thought-provoking exploration of the rapidly evolving HR landscape as we examine how technological innovation, regulatory changes, talent strategies, and evolving diversity approaches are reshaping the profession. This webinar will provide HR professionals with practical insights on leveraging AI and emerging technologies while maintaining compliance in an increasingly complex regulatory environment.
A compensation philosophy guides your organization in creating fair, transparent compensation programs and helps you attract and retain employees. Learn about the different types of compensation philosophies, components of a compensation philosophy, how to create your own, and how to measure its effectiveness. Contents What is a compensation philosophy?
The end of this week is your last opportunity to put a big rock on next week’s calendar. Once day-to-day urgencies appear, they prevent you from accomplishing important tasks.
Persistence is good and virtuous. But it’s also hard. And telling someone to be persistent seldom goes all that well. We may know it, but don’t want to hear it – or even know what to do with the advice when we hear it. Many years ago when I was at Purdue, I was having […]. The post The Power of Persistence – Remarkable TV appeared first on Kevin Eikenberry on Leadership & Learning.
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
If you enjoy reading interviews of CEOs sharing what shapes their understanding and approach to leadership, chances are you’ve probably read one of the over 500 interviews Adam Bryant wrote for his popular New York Times column, “Corner Office”. I’ve been an avid reader of Adam’s column for many, many years so I was delighted when his publicist reached out to me to say Adam was interested in appearing on my podcast, “Leadership Biz Cafe”.
Your organization could have the best recruiting strategy that outperforms all of your competitors. However, without measuring and monitoring your recruiting initiatives and regularly identifying and rectifying problems, your strategy becomes irrelevant. The right recruitment KPIs are an invaluable tool during the hiring process and beyond and help you consistently streamline and improve your approach.
Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Or they might be very happy with an answer, not knowing you’ve given them incomplete or out-of-date information.
Retaining top talent in 2025 means rethinking benefits. In a competitive job market, fertility benefits are more than just offerings - they are a commitment to your team’s well-being. Gain critical insights into the latest fertility benefits strategies that can help position your organization as an industry leader. Our expert will explore the unique advantages and challenges of each model, share success stories from top organizations, and offer practical strategies to make benefits decisions tha
In facilitating learning experiences (virtually) over the last 18 months with leaders who want to be more effective in leading remote or hybrid teams, one of the most common concerns I hear is, “We can’t collaborate without a whiteboard.” This is a limiting view (I’ll explain in a second), but if you want hybrid collaboration […]. The post Yes, Hybrid Teams Can Collaborate appeared first on Kevin Eikenberry on Leadership & Learning.
Being a successful leader requires more than just intelligence or skill. It all comes down to what you do on the job and how you treat others. And that's what leadership competencies are for. Managers today face many new challenges. They need to provide continuous coaching and manage remote workers. It can get complicated at times. But, with the right support system, you can reach higher levels in leadership.
It seems like every day there’s a new article tackling the issue of work from home (WFH), either focusing on leaders and their organizations who are embracing this new approach to work, or those who insist the only way forward is for all employees to return back to the office. But as these debates continue over WFH, it seems like many have forgotten the real purpose of leadership, which is why I decided to address it in this edition of my Leadership Espresso Shot series on my “Leadership Biz Caf
2024 has tested every organization, and 2025 promises no less - the warning signs are everywhere. If you’re relying on superficial approaches to diversity, you might find yourself scrambling to catch up. Thought diversity - the fuel for new ideas, fresh perspectives, and disruptive innovation - is more than a buzzword. It's a survival strategy. And if you’re not building it into your workplace culture right now , you’re heading for trouble.
According to our research, only 21 percent of HR professionals have sufficient knowledge in the core HR competencies to become future-ready Almost 60 percent of HR professionals are falling behind more tech-savvy colleagues in terms of efficiency and impact Only 41 percent of them are able to leverage technology and read and apply data to increase efficiency and drive business value We assessed 5,648 HR practitioners to see how prepared they are for the post-pandemic economy.
Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management. If your company is splitting responsibilities in a similar way, this post will teach you how to write a customer onboarding specialist job description that attracts the most qualified candidates and get
I was reminded, during a recent team meeting, that successful leadership is often about simple practices and straight-forward behaviors. If leadership practices are complicated, you’re doing it wrong.
While I’m talking about weeds in the video below, I promise you that this is not a gardening video. In the video, we’ll talk about the “weeds” in our lives – how to identify them and how to remove them for greater success at home and at work. Tweet it out: It’s time to garden […]. The post What Do You Need to Weed?
Employee recognition has often been deemed a "feel-good" initiative, tied closely to rewards. While we understand its importance, we tend to associate recognition with intangible outcomes like engagement and sentiment, rather than direct impacts on retention and high performance. In today’s workplace, the true ROI of recognition lies in its ability to regenerate tangible, business-driven results.
What makes people happy at work? What are their true wants and needs? Is employee happiness exaggerated? Is it true that people's lives improve in general when they are happy and perform well at work? In this podcast, Dr. Elia discusses all the above aspects of employee happiness including the role of rewards and recognitions, and how leaders may overcome hurdles in creating the best workplace experience.
Millennials currently make up the largest part of the workforce, yet almost 50% have significant career regrets. Looking back, many wish they’d chosen a different career path when they started out and the ones that made it to management are now wondering if they even want to be bosses. One thirty-five-year-old lamented in a CNBC article , “I wish someone had helped me figure out what jobs would be applicable for my interests and passions.”.
What is the one way to transform your organization into a diverse and inclusive place to work? To help you transform your organization into a more diverse and inclusive workplace, we asked business leaders this question for their insights. From starting with inclusive core values to educating your employees, there are several ways you can help make your organization a more inclusive place to work.
The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Customer success teams often have a range of responsibilities, depending on the team’s age, the size of the company, and what type of product they are supporting.
With a staggering 92% of CEOs prioritizing skill development, and 84% struggling with transformation, mastering upskilling is now more critical than ever. Drawing on extensive research and collaboration with hundreds of leading organizations, discover key hurdles and innovative best practices in workforce upskilling. You'll walk away with a deep understanding of how to build a culture of continuous learning, expert insights into assessing the current skills of your employees, and a strategic too
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