“Are Your Customers Getting Ghosted?” Guest Post by Chip Bell

[Note: When I wrote about the harm of ghosting at work, it focused on how the actions of prospective employees and HR can damage the employer brand. In the following post, well-respected authority on customer service, Chip R. Bell, addresses how ghosting can also damage the consumer brand when customers experience “intentional indifference.” This was originally 

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Building Connections and Engagement in “Smart Women Conversations”

Connecting and engaging people in the workplace with LEGO® … just one of many fascinating topics shared in my video discussion with Smart Women Conversations’ host Yvonne DiVita, respected blogger, serial entrepreneur, and my former publisher who remains a dear friend. Yvonne launched Smart Women Conversations to “inform, educate, create laughter and share stories of 

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Leading Morale: a Boost to a Better Workplace

“Using emotional intelligence and showing deep human respect for employees is key. Without that, your IQ, occupational knowledge, and educational degrees mean little to employees.”  Kate Nasser As a fellow advocate for an engaging and respectful workplace, I’ve been following Kate on social media for a while. That’s why I was thrilled to read her terrific new 

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Not So Different – Helping Children Understand

He’s a writer of a popular blog, a book author, and sports freak. He’s cofounder of a growing nonprofit that helps others live better. He’s an in-demand speaker for audiences that range from elementary schools to universities to pharmaceutical companies. He loves to travel with his girlfriend and his family. He’s Shane Burcaw, and his 

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The Engaging Customer Experience as a Differentiator

[I’m pleased to feature this special guest post by Chip Bell in honor of his new book, Kaleidoscope:  Delivering Innovative Service That Sparkles. Chip is a respected and renowned keynote speaker and the author of several national best-selling books. He can be reached at chipbell.com. Adding a Kaleidoscope Attraction by Chip R. Bell Is your business a destination location?  

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Creative Planning for 2017

Napkin futures by David Zinger “Tabling strategy. Gel pens drawn during fast food lunch sparking napkin artistry. Ink bleeds arrows, word, and stick figures into thin paper. Absorbing both strategic thinking and mustard drips oozing from the overflowing cheeseburger. It is going to be a good year.” — From David Zinger’s book of poems on workplace engagement, Assorted Zingers, illustrated 

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The Psychological Recession & Generational Engagement: Interview with Dr. Judith Bardwick

I don’t remember when I started reading (and frequently quoting) posts by Judith M. Bardwick, Ph.D., but I was hooked on her insight into employee and organizational development. A highly respected writer, consultant, and speaker, she is known for combining “cutting-edge psychological research with practical business applications to optimize organizational performance.” I recently reached out 

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What Matters in Recognition and Employee Engagement: Interview with Zane Safrit

I met Zane Safrit by phone several years ago when he interviewed me on his radio show, and we’ve stayed in touch to share our work in employee engagement and organizational leadership. Our most recent conversation centered on employee happiness as a factor in employee engagement. Zane has held numerous positions ranging from customer service rep to 

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