How Careful are You with Your Brand?

Your brand is conveyed in everything you do to communicate and deliver your product/service offerings; i.e., what and how people think about your brand is based on the experiences they have with your business. This story illustrates how a business manager formed her impression of a company’s brand when seeking a new payroll processing firm. 

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After Onboarding, How to Prevent the Descent into Disengagement

New employees are easy to engage given the fair amount of attention they receive at the outset. They’re likely to be welcomed with open arms and treated to meetings with executives who explain the company’s mission, vision and goals; reinforce their value to the company; and introduce them to their respective departments to meet their managers 

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And Now for This Important Message

As we start the new year, I was struck by the following words of the late comedic actor, writer, and producer Harold Ramis. They’re from a speech he gave during a Thanksgiving service at Am Shalom back in 2006, and his message is still relevant today. (Special thanks to Rabbi Steven Stark Lowenstein for his permission to share it here.) “When 

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A Very Special Holiday Wish

Unlike his more whimsical writing, here’s a special Dr. Seuss poem. (It’s one of my favorites.) A Prayer for a Child by Dr. Seuss From here on earth, From my small place I ask of You Way out in space: Please tell all men In every land What You and I Both understand … Please tell 

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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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Random Acts of Acknowledgment

“What a good helper you are!” my mother would say to a young child carefully handing boxes of cereal from the grocery shopping cart to be placed on the check-out counter. I’ll never forget the smiles on the child’s and parents’ faces when my mother would compliment them. Similarly, smiling at the cashier and fellow 

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Who is Actually Responsible for Workplace Engagement?

Need to create an engaged workplace? While workshops, webinars, and articles abound on the subject, it takes more than just buying into the value and practice of engagement to be effective. It’s also important to understand who is actually responsible for engagement in the workplace. Engagement is a responsibility shared by both employees and employers: Employees are 

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What Do You Notice About These Three Customer Service Stories?

In honor of National Customer Service Week (observed the first week in October), here are three amazing stories told by customers — all marketing professionals — who experienced and analyzed them. They represent different situations that share a common theme. Customer experience #1: “I walked into an Eckerd Drug Store to buy a sympathy card. Before 

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Where You Lead From Makes a Difference

My recent post about Zoltan Merszei‘s message on organizational strategy included developing a “vision of what’s to come” as “the ultimate insurance of success.” Articulating and sharing a well thought out vision certainly contributes to success, but it’s not enough. It also takes a leader who knows how to effectively engage and connect employees with the leader’s 

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“Protect People From Too Much Organization”

The yellowing, decades-old piece of paper I found in my files featured this striking advice from Zoltan Merszei, former executive at Occidental Petroleum Corporation and Dow Chemical Company. Merszei wrote it “as a reminder that we need to protect people from too much organization, while never destroying the organization itself.” His message is still relevant: Always 

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