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Julia Cooke: “Don’t be a tourist; be one of the locals.” PDF Print E-mail
Written by Randall Kenneth Jones   
Tuesday, 17 June 2014 09:13

Those of us of a certain age are not always kind when discussing the (alleged lack of) character of those whose age begins with a 1, 2 or 3.

 

Assuming that “a certain age” is defined as 50 or above, many of us must also take responsibility for raising the aforementioned 1s, 2s and 3s. If we’re unhappy, a look in the mirror will likely disclose a source of blame.

 

However, just as our parents may have been horrified by, for example, the lyrics to Billy Joel’s “Captain Jack,” we may find ourselves shocked by today’s rap music — a.k.a. “Really Annoying Prattle.”

Last Updated on Tuesday, 17 June 2014 09:33
 
People who make a difference choose to make a difference PDF Print E-mail
Written by Marvin Montgomery   
Monday, 16 June 2014 10:19

My two favorite difference makers are gone.

 

Their names — that’s right, I actually remember their names — were Jen and John, and they were clerks at my dry cleaners.

Last Updated on Monday, 16 June 2014 10:23
 
The line between labor and leisure PDF Print E-mail
Written by Margaret Page   
Friday, 13 June 2014 08:20

At one time the line between our labor and our leisure was abundantly clear — 9 a.m. to 5 p.m. was work, evenings and weekends were for play.

 

Today, in the age of entrepreneurship, new workplace order — where going to the gym happens on the job and chatting at the cooler is encouraged — the line between personal and professional time is blurred.

 

It’s important to remember that whether you are spending a day on the golf course with a client, or speaking to one of your friends in a board meeting, the rules of the games are still the same.

Last Updated on Friday, 13 June 2014 08:26
 
Airlines service rankings validate multichannel communication benefits PDF Print E-mail
Written by John Cray   
Thursday, 12 June 2014 08:40

As a frequent traveler, I was struck by USA Today’s recent article, America’s Best and Worst Airlines. The premise was that when it comes to customer service, the airline industry as a whole is a notorious underperformer, ranking even lower than wireless carriers and car dealers. The article is based on a 2014 ACSI (American Customer Satisfaction Index) survey that captures complaints ranging from checked baggage fees to uncomfortable seating.

 

What was especially noteworthy about the article, however, were the two customer service leaders noted in the survey: JetBlue and Southwest. Both airlines are exceptional at engaging their customers via multiple communication channels, including social media. An article published last year on SocialMediaExaminer.com, provides a good example of JetBlue’s social media responsiveness, using an actual Twitter conversation with an unhappy JetBlue customer who posted a negative comment about a delayed flight. The helpful response came back from a JetBlue spokesperson less than an hour later, because they were paying close attention to social media channels.

Last Updated on Thursday, 12 June 2014 09:28
 
How to deal with employee disengagement PDF Print E-mail
Written by Shelley Reciniello   
Wednesday, 11 June 2014 07:52

Employee engagement studies continually report that the majority of workers are unhappy and disengaged. Consultants jump in with ready-made solutions and buzzwords but this is a problem that cannot be solved quickly or from the outside in.

 

While it is true that sometimes people are not in jobs that they want to be in, most of the time people are unhappy at work because of what goes on there that they do not understand: unconscious and problematic issues, behaviors, relationships and interactions specific to the workplace that make their days unfulfilling, challenging in a negative way, disheartening, disappointing, and sometimes, a downright nightmare. You can have no illusions about how that affects your bottom line.

Last Updated on Wednesday, 11 June 2014 07:55
 

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