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Contributed Articles

Deliver a World-Class Customer Experience

In a recent book entitled “Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees” (McGraw-Hill), author Doug Lipp takes a deep dive into Disney’s workplace culture. A global training enterprise that began in 1955, Disney U is the place where the company’s leaders have defined and instilled a workplace culture that incorporates attention to detail and company values along with a healthy dose of fun. This article presents a dozen management tips and best practices taught at Disney U.
[Full Article]   Jun-09-2013

 

The IT Talent Problem

This lack of business-savvy technology talent is a serious problem for every company that relies on technology to exist (which is, of course, every company). Those beautifully “blended executives,” who can talk technology in one meeting and can talk business in another, are rare birds. Yet with technology moving directly into the revenue stream of your company, you need them, and your need is only going to increase. One option is to spend all of your time (and money) recruiting blended executives from the outside. You would be much better off growing your own.
[Full Article]   Jun-09-2013

 

Four Work Trends Set to Impact Corporate IT

IT leaders must develop capabilities and skills to fully enable the productivity of individual employees and teams. IT leaders who conflate a purely tactical approach rooted in social, mobile, analytic or cloud usage with strategy or leadership will leave their organizations at a competitive disadvantage. Through a global research project working with more than 1,500 senior executives and 23,000 staff, CEB has identified four major changes in the nature of work. These trends meaningfully impact how work is structured, managed, and conducted and greatly impact IT.
[Full Article]   Jun-09-2013

 

5 Good Reasons to Do a Formal Mid-Year Employee Evaluation

I suspect I can guess what many of you are thinking after reading the headline: “I strongly dislike doing these at the end of the year, so why would I ever want to do another one halfway through the year?” In fact, there are compelling management reasons to do a formal employee evaluation at this time of year. As mid-year approaches, here are five.
[Full Article]   Jun-02-2013

 

Meet the New Generation of Customers...Generation C

Having multiple consumer behaviors to cater to forces organizations to think differently about connected consumers than the traditional consumers they've gotten to know over the years. However, we have to look beyond Millennials or the younger Generation Z that follows them. This is the dawn of Generation C, where "C" represents a connected society based on interests and behavior. Gen C is not an age group -- it is a way of life.
[Full Article]   Jun-02-2013

 

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