The secret behind learning design? Emotion. You know the old saying:"leave the emotion out of it." I'm here to advise you to leave the emotion in, at least in regard to creating your training programs. Training at its core, is a change management effort, with any training program something needs to change. A skill needs to […]

As do most articles in the L&D space, I frequently talk about what we should do. And, it occurred to me, that I could (and should) also talk about what we shouldn’t do. So here’s my list of things to avoid. There’s no claim that this list is comprehensive, but it is grounded in a […]

We perceive time subjectively. The past year simultaneously crept along at a snail’s pace and flew by, and here we are in 2019! Things that happened in January 2018 feel like last week but events from a month ago seem like ancient history. This annual paradox makes me want to look back to try to […]

It’s that time of year again, when we get to give and receive gifts. How festive and how fun, regardless if you’re four or forty! We love tearing those ribbons and wrapping paper off and enjoying the surprise of what lies beneath. Of course, we usually just share these experiences with our loved ones, but […]

The best customer experiences are outcomes of the best employee experiences. Employees can only deliver on great experiences by feeling confident and knowledgeable about the processes, systems and outcomes used to deliver on those experiences. So the best employee experiences demand accessible, relevant and personalized learning. Learners today are demanding better education in less time, […]

I’ve a personal mantra that you have to generate a lot of ideas to get a collection of good ones. It’s somewhat of a joke, as I like to believe I have lots of good ideas, but it’s also true. Since systematic creativity isn’t an oxymoron, there are practices we can use to increase the […]

Once again, it's time to start worrying about a new generation coming into the workforce.  In fact, the worrying has already begun. A recent study showed that managers are not excited to welcome Generation Z, which has already begun to enter the workforce. They're voicing concerns familiar to anyone who has ever read a think […]

There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good to help customers solve problems, perhaps have a moment of delight, and feel better about their relationships with brands. But the truth is that those same customers, the ones we are happy to serve, are […]

Introduction Dealing with customers successfully is a critical skill for an organization, yet developing these abilities is not a given. And for organizations that face high employee turnover, it’s even more challenging. How can you systematically develop and deliver great customer experience skills?  The principles behind human learning are still key. The nature of the […]

Employee advocacy is about allowing employees to share your company story and messages with their networks. In some cases the most unlikely employee may be connected to just the buyer of your product or service. You just never know. But one thing we do know is that people trust their family, friends, and colleagues, more […]