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Best Quotes on Customers

Posted by sybil | On: Apr 22 2015 | In Customer service, Engagement, Marketing, Training & Development
Customers – love ‘em or sometimes hate ‘em – if you’re in business, you can’t live without them. True customer-focus means understanding, respecting, and serving customers as the basis of your business rather than considering them a necessary evil. Following...

Management Communication Basics: Engaging Employees in Staff Briefings

Posted by sybil | On: Apr 14 2015 | In Engagement, Training & Development
With company e-mail dominating internal communications, staff meetings are becoming an endangered organizational activity. Yet managers and employees still need to get together to stay informed on what’s happening in the organization and how it impacts their work, including...

When the Going Gets Tough: A Volunteer’s Perspective

Posted by sybil | On: Apr 07 2015 | In Engagement, Musings
In honor of  National Volunteer Week and in preparation to participate in BlogPaws Conference, it’s fitting that I share this poignant description from a volunteer involved with animal rescue. Rescue explained The neglect changes you. The abuse hardens you. The suffering...

Preventing Burnout for Non-Profit Workers

Posted by sybil | On: Mar 31 2015 | In Engagement
Given the importance of nonprofit engagement, I’m happy to share this post by Andrew Littlefield that appeared on the WeDidIt blog. It is reprinted with permission. Keeping Your Team Fueled: Preventing Burnout for Non-Profit Workers by Andrew Littlefield Non-profit work is often...

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...