Submitted by Guest Writer Rosanne D’Ausilio, PhD Consultant, Master Trainer, Customer Service Expert, Coach & Best Selling Author To Train or Not to Train: Kicking Your Customer Service Up a Notch According to a recent survey conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent …

What marketing message comes to mind when you receive a Christmas card from a business? Certainly, it’s intended to create goodwill, but it MAY create feelings of thoughtlessness.

Doing your Non-profit AGM on the cheap is not for everyone. If you use your AGM for a fundraiser, or are totally dependent upon private donors, then this wouldn’t be for you. But if you are a small or fledgling non-profit, this could help immensely. When I first ran a very small non-profit, actually having …

A brief look at how today, customer satisfaction alone is no longer enough to guarantee business success. Businesses need to “wow” over their customers by exceeding customer expectations and indeed surprise them.

We would like to share an idea for a team building energiser that can be run inside or outside and would work especially well with larger teams. It’s called ‘Team Jump’. Overview: This team building activity is a great way to re-energise the team and have a great photo memory of your day’s training. Running …

As with the basic capital campaign, you must start with the knowledge of where the commitments will come from to achieve your dollar goal … only this time you are not limiting yourself to a relatively few major donors. This time, in addition to the major donors, you will need specific sums from different segments …

I was recently introduced to the work of Barry Johnson and his book, Polarity Management, in my professional coaches group. Johnson distinguishes between having a problem to solve vs. a polarity to manage. Most of us are familiar with problems- budget reductions, cost overruns, pressing performance goals. Johnson defines problems as those things that are …

A recent survey conducted by SHRM indicated that human capital is one of the biggest challenges in the next ten years for business. Recruiting and retaining top talent should already be a number one priority of your talent management strategy; however, the challenge will be in adjusting the strategy to accommodate changes in the workforce.

The quick answer is easy. No one can ensure your success. Success as a speaker, trainer, or facilitator depends on other factors than refining your talent as a communicator. A business acumen is essential, marketing, some psychology so you know your audience, but most importantly a product yourself, a plan and the will to see …

Part 1 of this series is What Do Consultants Do?, which defines a consultant (as Peter Block puts it) as someone who is trying to change another person, process, or organization, but who has no direct control over what they are trying to change. That post also listed numerous roles that a consultant might play. …