Contact QSM:

What Do a Business Training Professional and Zumba Fitness Instructor Have in Common?

Posted by sybil | On: Mar 24 2015 | In Training & Development
Quite a bit actually. Several years ago, I decided to ramp up my exercise and tried Zumba. It took me quite a while to get with the program, so to speak, as participants are not “taught” the dance moves – you just follow the instructor’s moves. I was WAY...

A Review of Sprinkles – How Little Things Inspire Exceptional Customer Service

Posted by sybil | On: Mar 17 2015 | In Customer service, Marketing
Who doesn’t like sprinkles to enhance cookies or cake or ice-cream? It’s the little extras that make a difference in special treats … and brands. That’s the essence of best-selling author Chip Bell‘s newest book, Sprinkles: Creating Awesome Experiences...

Internal Marketing Spotlight: Lehigh Valley IronPigs

Posted by sybil | On: Mar 10 2015 | In Customer service, Engagement
This special interview features one of Minor League Baseball’s most successful General Managers, Kurt Landes of the Lehigh Valley IronPigs, the Phillies’ Triple-A baseball team. Kurt has helped steer the Lehigh Valley IronPigs to extraordinary success during his tenure...

Forget the Curve to Better Engage Employees

Posted by sybil | On: Feb 24 2015 | In Engagement
This post features another excerpt from Ken Blanchard’s classic book, The Heart of a Leader, and is reprinted with permission. Managers who have positive expectations of their employees, as Blanchard advocates, enhance both internal communication and engagement.  ”Real...

Celebrating My Blog’s 10th Birthday!

Posted by sybil | On: Feb 17 2015 | In Engagement, Marketing
It all started in January 2005 when I attended an AMA “Hot Topic” program on blogging taught by Toby Bloomberg and Dana VanDen Heuvel. With their encouragement, I started this blog on Feb. 12, 2005; here are a few excerpts from my first post, “Warm & Fuzzy...

Sprinkle Positive Expectations & See What You Get!

Posted by sybil | On: Feb 10 2015 | In Customer service
[This  guest post is by Chip R. Bell, a renowned keynote speaker and the author of several best-selling books including The 9 ½ Principles of Innovative Service.  His newest book is the just-released Sprinkles: Creating Awesome Experiences Through Innovative Service.] Presuming...

Coping with the Credibility Gap in Employee Engagement

Posted by sybil | On: Feb 03 2015 | In Engagement
“Our current practices and approaches to employee engagement are failing. They are failing to achieve organizational results and most employees fail to experience the benefits of their own engagement.”  Excerpt from David Zinger’s 21-Point Employee Engagement Manifesto. A...

More Favorite Employee Engagement Quotes

Posted by sybil | On: Jan 27 2015 | In Engagement, Training & Development
Here are more great quotes that apply to workplace engagement – some relatively new, some from a century or two ago. You can use these or other quotes as conversation-starters in management development training by asking participants to choose and briefly discuss which quote(s)...

Engaging Employees in Responsibility

Posted by sybil | On: Jan 20 2015 | In Engagement
This special post is an excerpt from Ken Blanchard’s classic book, The Heart of a Leader, and is reprinted with permission. His message to managers is also key to engaging employees in their work. “If you want your people to be responsible, be responsive to their needs.” “The...

Is Your Organization Contributing to Employee Disengagement with Institutional Disrespect?

Posted by sybil | On: Jan 13 2015 | In Engagement
Lately I’ve been hearing more about employees disengaging at work due to a condition they describe as “institutional disrespect.”  This occurs when new or newly-assigned managers, with upper management’s complicit support (or feigned ignorance?), make decisions...