Help Scout Leadership

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to

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Nir Eyal

APRIL 26, 2021

The post What is the Opposite of “Distraction?” The Single Word that Will Change Your Life This Year appeared first on Nir and Far.

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Kevin Eikenberry

APRIL 27, 2021

Every leadership course talks about delegation. And if it doesn’t, it comes up in the conversation. How do I know this? Because I’ve taught hundreds and every time I do, we talk about delegation. And even though it’s a major topic of conversation, many leaders are not doing it well. In the video below, I’m […]. The post Why Are You Delegating?

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Leadership Freak

APRIL 28, 2021

Listening increases the value and impact of your words. “The biggest communication problem is we do not listen to understand. We listen to reply.” Stephen R.

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Speaker: Kaitlin Ruby Carroll

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

Benefits

Help Scout Leadership

APRIL 27, 2021

Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning. It’s not just about a single action but the accumulation of activities over time.

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Sweet Process

APRIL 26, 2021

Being able to converse with members of your staff or team is the superpower every business needs. Good communication between employee-employee and employer-employee acts as a positive catalyst for your business’s growth. Healthy communications make working through difficulties, and celebrating successes, easier. That’s why in this episode of the Process Breakdown Podcast, host Dr.

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Leadership Freak

APRIL 29, 2021

You’re like a dog chasing a car when you earn a promotion. After you catch it, what do you do with it? You earned a new job, project, or promotion. Now what?

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Help Scout Leadership

APRIL 27, 2021

For customer service teams, the support queue shapes their work lives, shifting from a trickle of questions to a raging torrent of customer confusion throughout the various seasons of a business. Understanding and managing the power of the queue is critical to a sustainable customer service organization. The art of the support queue. You might well ask, “Why do we need a whole article about dealing with a list of questions?

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Agile42

APRIL 26, 2021

The theme of April has been leading remotely, and this month agile42's Andrea Tomasini has teamed up with our trusted partner, Geoff Watts to share insights of the effect the COVID-19 pandemic has had on organisations. Please find the recording of the live session here. Continue reading Leading Remotely: Webinar at agile42.

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Kevin Eikenberry

APRIL 25, 2021

I’ve been in the learning and development world since it was called “the training department.” And over that nearly thirty years, I have seen every possible trend in learning approaches. The latest, and perhaps one of the most timely and relevant, is the master class format. Today, I am proud to announce our version of […]. The post Introducing Remarkable Master Classes appeared first on Kevin Eikenberry on Leadership & Learning.

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Speaker: Jeremy York

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.

Diversity

Leadership Freak

APRIL 30, 2021

All the cars in the junk yard have empty tanks. The anatomy of winning: Winning requires an ending. A race that has no end has no winner. Even the longest car races in the world had an ending. A race without an end is pointless. A world without endings is filled with losing.

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Help Scout Leadership

APRIL 27, 2021

Every time I travel to Boston, I stay in the same hotel. It’s not fancy and the location isn’t great, but they know how to wow a customer. The way that I’m treated when I go there has always left an impression on me. The first time I stayed there, I arrived in the dead of winter. My face was chapped, and my hands were raw as I checked in. Ten minutes after I got to my room, guest services showed up at my door with some cookies and hot chocolate.

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Vantage Circle

APRIL 26, 2021

Managers have to carry a lot of responsibilities. From being a mentor to being an everyday problem-solver. It really is a job that screams “all or nothing”. But bearing those hefty responsibilities comes at a price. That price is high levels of manager burnout. As a leader, how often did you think about a manager being burned out? If not, then it’s high time you understand the seriousness of it.

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Sweet Process

APRIL 30, 2021

Knowledge is defined as awareness gained by experience. But what if you’re a young COO with menial experiences looking to learn from someone who has worked in your shoes? Today’s podcast episode with Dr. Jeremy Weisz features John Blessing, COO of Forensic Analytical Consulting Services, and what he’s learned from his experiences. They discuss the […].

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Speaker: Radhika Samant and Todd Wuestenberg

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.

Retention

Leadership Freak

APRIL 27, 2021

It doesn’t take a genius to make hard work painful. Sometimes success is about stopping something. 7 surprising things successful leaders stop doing: Don’t… #1. Stick to your guns no matter what.

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Help Scout Leadership

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. I’ve always enjoyed reading, but I can’t say that it was a nightly affair for me like it has become during this stunning storm of 2021.

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Vantage Circle

APRIL 30, 2021

Mother's Day is observed on the first day of May across the world, as we all know. You've come here to look for Mother's Day gift ideas because you admire the incredible women in your life for their strength and compassion. But it's rare that we think about celebrating it in our workplaces as well. But we believe every working mom deserves recognition.

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Sweet Process

APRIL 30, 2021

Working in-person during this pandemic isn’t ideal, and working remotely (from home) is usually the only option. That’s why on this episode of the Process Breakdown Podcast with John Corcoran, today’s guest, Tony Delmercado, COO of Hawke Media, discusses remote work and working in a pandemic. They also talk about Mr. Delmercado’s company’s origins, the […].

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Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Scaling

Mind Tools Leadership

APRIL 29, 2021

As a civilian, I always imagined that military leadership might be a little different from leadership elsewhere. There’s the complex hierarchy, after all, and the strong chain of command. Then I talked to Captain Mark Brouker, a former commanding officer at one of the largest naval hospitals in the world. He told me that the fundamentals of good leadership are the same the world over, in every conceivable setup.

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Help Scout Leadership

APRIL 27, 2021

If someone told you they were starting a clothing line where everything was one size fits all, you’d probably pass on investing. With so many different body types and fit preferences, the reality is that one size fits all simply doesn’t work. Though it’s hard to imagine with clothing, the truth is lots of software operates on a one-size-fits-all model.

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Brett Koehler

APRIL 28, 2021

The word “intersectionality” has transformed from a legal framework to a controversial buzzword in the 30 years since Columbia professor and lawyer Dr. Kimberlé Crenshaw first coined the term. Initially, it was an acknowledgment that compounded marginalized identities can cause bias within the courts, like how Black people might face additional levels of discrimination if they were also women.

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Sweet Process

APRIL 28, 2021

The CEO of ShipCalm, Ted Fogliani, has always been process-driven. He was keen on streamlining the operations at ShipCalm when he founded the company, but all the tools he came across initially did not meet up to his standards. They fell short in one area or the other. The absence of an effective system was […]. The post How ShipCalm Resolved Its Growth Pains by Streamlining Its Business Processes appeared first on SweetProcess.

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Speaker: Andrea Wuchiski

In an era where a workforce spans multiple generations, HR managers and Total Rewards leaders face the unique challenge of designing benefits packages that cater to diverse employee needs. This session will delve into how comprehensive fertility benefits can bridge generational gaps, support employees’ health, and enhance workplace satisfaction. Join us for an insightful session that highlights the strategic importance of fertility benefits in today’s competitive job market.

Benefits

Vantage Circle

APRIL 27, 2021

At Vantage Circle, we thrive on bringing the best possible solution for all our associates and partners for enhancing employee engagement within their organization. And going forward with the same, as we step into a new fiscal year, our team made sure that our platform is all set to accommodate the varying needs of enterprises by introducing some new features and product integrations.

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Help Scout Leadership

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. A 25% difference in activation increased MRR by 9.3% more than the same percentage increase in acquisition, and 3.3% more than the same percentage increase in retention.

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Know Your Team

APRIL 27, 2021

There’s been much talk about the degree to which political conversation in the workplace should happen. As a manager, here are a few things to consider. There’s been much talk about the degree to which political conversation in the workplace should happen. Most recently, opinions have been spurred by Basecamp’s announcement of their new company policies – the most controversial of which they are asking employees to not engage in political discussions at work.

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Sweet Process

APRIL 28, 2021

Being a young leader in a company that has older, seasoned workers can be intimidating. The gap in years with older employees, their experience, mindset, and technological know-how can make your job overwhelming. On today’s show of the Process Breakdown Podcast with Dr. Jeremy Weisz, the guest speaker, Nicholas Melosi, COO at American Patriot Oil […].

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Speaker: Hanh Nguyen

In today’s ever-changing world, HR professionals often find themselves juggling conflicting priorities - especially when external factors seem out of their control. As we traverse the unpredictable waters of the current political and economic landscape, we find ourselves at a crossroads. For HR leaders, understanding how these external forces shape our diversity, equity, and inclusion efforts is crucial.

Inclusion

Leadership Freak

APRIL 26, 2021

A ritual gone bad: I have a ritual question I ask my wife. Sometimes I want the grandchildren to hear.

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Help Scout Leadership

APRIL 27, 2021

Help Scout’s first 10 years have been incredibly fun and rewarding, but in many ways it feels like we’re just getting started. We’re grateful to the 12,000+ businesses that make our work so enjoyable. Here’s to the next 10! Our 10-year mission As a certified B-Corp, one of Help Scout’s most important goals is to be a force for good in protecting the natural world.

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Know Your Team

APRIL 27, 2021

There’s been much talk about the degree to which political conversation in the workplace should happen. As a manager, here are a few things to consider. There’s been much talk about the degree to which political conversation in the workplace should happen. Most recently, opinions have been spurred by Basecamp’s announcement of their new company policies – the most controversial of which they are asking employees to not engage in political discussions at work.

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Energy Manager Inclusion Marketing 52

Sweet Process

APRIL 26, 2021

Co-founder of Spark Marketer Carter Harkins switched careers from being a musician to a marketer when he realized that music was not going to get him all the money he wanted with the introduction of MP3. He and his business partner began to record some success in providing marketing services to chimney businesses in the […]. The post How Spark Marketer Empowered Their Employees’ Confidence With Standard Operating Procedures appeared first on SweetProcess.

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Speaker: Radhika Samant and Adri Glover

The world of work has fundamentally changed. The series of waves that the pandemic began have rippled through the Great Resignation, quiet quitting, the Great Regret, and other eloquent phrases that boil down to the same thing: people aren’t engaged at work or enabled to perform at their best. The truth is that engagement and enablement is more important than ever, but how we do it is the critical differentiator for many organizations.

Performance Management