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Strategy

2016 is officially underway! What's your path to success in the New Year? Do you know how to set goals for success? The topic of goals and objectives arises frequently this time of year. Many organizations (and individuals) are updating their strategies and creating new goals for the...

Excellent customer is king! I’m an avid cruiser. I’m also a brand loyalist - or at least I was. I’ve been on 9 Royal Caribbean cruises.  Maybe it’s 10. I don’t know?!  I’ve lost track somewhere between a margarita and the pool deck.  So when I stepped...

Do you know what one of the biggest obstacles is to managing and implementing successful change within your organization? You.   Yes, I’m talking to you. One of the people in charge.  The leader. The “Sponsor” or “Champion.” Organization change is inevitable, but that doesn’t mean it...

This week Oscar Munoz, United Continental Holdings’ new CEO, will meet with labor leaders to reach new deals with the airlines’ flight attendants and mechanics - given they’re still under agreements set by the airlines predecessors.  This summit will take place 5-years after the merger...

That is not a typo. We asked our customers and our readers 3 questions: Do you hate your job? If so - why? And are you looking for a new job? 65% of respondents said they were actively looking for a new job.   The average cost to...

When someone thinks of a superhero – they typically think of capes and super human powers. But by definition – it also refers to an exceptionally skillful or successful person. Ok – so you may not go to work wearing a cape. However – you are...

What's the true cost of poor customer service? If you’re looking for some equation to help determine how much you’re losing by poor customer service - good luck.  In fact - if anyone spouts out a magic equation that gives you the answer to how much...