Articles

Doris Drucker, Peter Drucker’s widow, is 99 years young. She is bright, charming and energetic. She exercises with weights, plays a mean game of tennis and travels the world promoting Peter’s values and ideas. She has accomplished much in her own right and I consider he... Read more

The call center industry in Canada has grown exponentially over the past few decades, as all sectors of the economy rely on the industry for support. Figures from Statistics Canada show that between the years 1998 and 2006 the call center industry experienced an annual increase i... Read more

Humor me for a minute. Take a long, slow breath in as you read this. Now, take your time and exhale slowly, blowing a steady stream of air. That wasn't Zen; it was just breathing. But it felt good, didn't it? To me Zen conjures up feelings of tranquility and... Read more

In a recent report, US Airways was ranked number one in customer satisfaction among major network carriers. More impressive, the airline accomplished a rare trifecta: In addition to being ranked number one in customer satisfaction, it also ranked number one in baggage handling and on... Read more

As the country continues to struggle with the catastrophic oil spill in the Gulf of Mexico, the damage has again elevated the importance of finding ways to operate businesses in an eco-friendly, socially responsible manner. As individuals, we are concerned with preserving the environment. Yet... Read more

Almost everyone is connected by social media, through Facebook, Twitter, LinkedIn, etc. What does this mean, though, for employers? Are employers legally able to read through their employees' social media posts?  The anwers is, "maybe."... Read more

When people are engaged in what they do it makes a huge difference to their performance. The way that we feel about what we do defines the way we approach our work. That makes the difference between just turning up for our paycheck or looking forward to coming to work and doin... Read more

In any given week I review various statistics focused on social media usage, trying to better understand how quickly people are adopting these tools into their everyday lives. The reality is that adoption in the United States continues to increase, as it does in many other areas of t... Read more

CEOs no longer need to be convinced of the importance of developing relationships with profitable customers and keeping them around. What they need now is a way to accomplish this feat. Some are considering the creation of a C-level position to drive the action. However, beyond the notion that... Read more

I attended a very good webinar recently, led by Amber Naslund at Radian6, on listening and engaging with social media. The conversation was timely in light of the recent statistics I saw, Read more