With a plethora of choice of suppliers, more than ever before, customer service is becoming THE driving factor behind consumer loyalty. It is not just increased choice that is facilitating customer ...

Proactive maintenance and reactive maintenance may sound similar, but while they are not polar opposites, each is a way of performing maintenance that differs greatly. A paper published in the ...

(By Deborah Parenti) As managers often remind, “Telling is not selling.” Those four words are actually an abbreviated reflection of the ancient Greek philosopher Diogenes, who said, “We have two ears ...

The ups and downs of the last few years have been a lesson on the importance of contingency planning across all industries, particularly legal. Businesses have had to pivot and rethink staffing to ...

There are many different leadership styles and approaches to management that are viable. Some managers like to be direct and hands-on, while others prefer to give employees more autonomy and space.

In May, when I learned about the strategic leadership frameworks VUCA (volatility, uncertainty, complexity, ambiguity) and VUCA Prime (vision, understanding, clarity, agility) that are often used in ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing ...