Archive | Learning

Photo Credit: <a href="">T U R K A I R O</a> via <a href="">Compfight</a> <a href="">cc</a>

How To Help a Boss or a Client Who Is Determined and Wrong

We are standing in the elevator and I ask my colleague, “how’s the donkey?” She replies, “dead.” We both sigh and the other people in the elevator look at us uncomfortably. A week before, my colleague’s boss made a decision that he wanted her to implement immediately. She was sure he was going to regret […]

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customer sat matrix

Three Keys to Measuring and Managing Customer Satisfaction

All of us think we can whip up a customer satisfaction survey with a rating scale, send it out, and tabulate the results. What’s so hard about that? What could possibly go wrong? Here are three keys to getting it right. First, customers form their views based on the end-to-end customer service, not just on […]

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Photo Credit: <a ref="">Lego by diathesis, on Flickr </a>

Ten Thousand Hours and Ten-Minute YouTube Videos

If you invested 10,000 hours learning how to learn, you might be better than average at a lot of things. In his bestseller, Outliers, Malcolm Gladwell sets out his interpretation of data which seem to show that the success of top performers in many fields is better explained by fortunate opportunities to get more practice […]

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