High-performing companies know that every employee counts. They can either help or hurt your reputation. Customer-facing people in particular, whether engaging face to face, on the phone, chat, or email can affect how an organization is perceived. Frontline workers – those on the frontlines of customer-focused services such as hospitality,... more
We’ve rounded to corner into October, which brings with it many traditions and holidays, depending on where you live in the world – Diwali in India, Unity Day in Germany, Halloween in the US, and many others – all signaling entry into the last quarter of the year. These are... more
Do you know how happy your learners are with your eLearning program? It can be tough to tell from “inside the house,” unless you’re very scientific about surveying and collecting feedback. The good news is that our friends at Training Industry are scientific about these things! In one of their... more
What’s in your calendar for Friday, 28th January? Perhaps you’re a literary buff and will celebrate the 208th anniversary of Jane Austen’s “Pride and Prejudice.” Maybe you’re a child of the 80s and mark this as the day the charity single “We Are the World” was recorded. Those are cheers-worthy happenings indeed, but did... more
You put your heart and soul into your Learning and Development (L&D) program. You work hard to develop training materials that will interest your learners. You introduce technologies that should make accessing learning easier for them. You implement cultural changes within your organization that support training. Despite all of this... more
In the TV show, Schitt’s Creek, there’s an ongoing inclusion of the song “The Best” by Tina Turner. It pops up in the form of an acoustic serenade, an endearing lip sync, and it even finds its way into a pivotal scene in the show’s finale. In our last Lenny... more
This year’s Black Friday didn’t see a crush of eager shoppers at every big box store in the nation. Very few people waited all night for doorbusters or fought over merchandise in crowded store aisles. In fact, due to concerns about the coronavirus, most shoppers stayed home on Black Friday.... more
Organizations have learned a lot collectively in the last few weeks and months. They learned how to transition to a digital workplace, whether that was in their annual plan or not. They moved from hesitant work-from-home policies to all-in remote teams. They embraced remote communication tools, online training platforms, and... more
I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. Understanding the journey from your employees’ perspective helps provide valuable perspective... more
How important is customer satisfaction and experience, and what does it have to do with learning and development? There is the old adage, “The customer is always right,” and countless books and papers outlining business strategies that put customers at the forefront of everything. Brandon Hall Group research says that... more
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