Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 17
Article Amy Gallo loves a good fight. A Q&A with the woman who wrote the book on conflict.
Amy Gallo loves conflict. So much so that she believes a manager has a duty to…
Article AI is what dreams are made of. Just ask Disney.
We talk a lot about artificial intelligence and the impact AI will have on our culture…
Article We’re not all meant to serve customers, but if you do… a Q&A with CX leader Jeff Toister
Jeff Toister knows CX... but he really knows culture. Here he talks about our responsibility to…
Article You can be an Ugly American, even in America
While many of us try and fight the Ugly American stereotype abroad, we have no problem…
Article Who thought being authentic would be this hard?
The professional world is inundated with trite sayings and fads—from “value-add” and “ideation” jargon (say, what?)…
Article “V” in the moment of change: Q&A with diversity and inclusion expert Vernā Myers
Everyone's a little bit racist. And the sooner we all figure that out, the sooner we…
Article Worked at Red Lobster? Put that on your resume.
Years ago, when Sara Price moved to Chicago, she waited tables while trying to build an…
Article “That’s not in my job description.” Wrong. Vet the job before you land the job.
There are many follies within job descriptions, but if you better understand them, you can avoid…
Article What can you do if your boss is a psychopath?
Believe it or not, but you may have a corporate psychopath as a boss. Learn how…
Article The siren call of customer service
Most of us have never thought of customer service as a career... even when customer service…
Article Begging the question, beating the straw man, and other non-sequitur nonsense
If you deal with customers, you will someday engage in customer arguments. Arguing, making your case,…
Article Selfish or selective? 6 ways Millennials are changing charitable giving.
Many people think of Millennials as self-centered, selfie-snapping, uber-texting, uber-riding, narcissists. Even some Millennials share this…
Article Inside a hotel room: tips for excellent customer service
Hospitality customer service is a niche that can help every industry. From retail to technology, these…
Article Stop saying “If I were you…” and other advice on giving advice
Giving advice is a requirement for most jobs, but many of us are ill-equipped to do…
Article Everyone is welcome here: making space for sanctuary in the workplace
We've heard about sanctuary cities, but what about sanctuary in the workplace? More employees are asking…
Article “Don’t react, respond” and other work conflict resolutions
Don't react, respond. Those are hard words to live by when you are in a conflict…
Article Office politics: players gonna play and haters gonna hate
Every company has office politics. But some companies and some employees know how to use office…
Article Why you’re no longer buzzed about office happy hour
Office happy hours were once the best way to connect with coworkers. Some say they've gotten…
Article Working moms need a new F-word: flexibility
No matter the advancements we make in technology, workplace policies, and legislation, it can still be…
Article There’s a fresh dad in the cubicle near you
New moms usually get all the attention. Flowers, baby showers, and time off from work. But…