The Human Touch Isn’t Going Anywhere

Dear Subscriber, Historically, customer service was delivered over the phone or in person.  Customers didn’t have many choices, and switching to competitors was cumbersome.  Today, these methods are but two of the many possible touch points of entry for any given...

Why Working More Than a 40 Hour Week is Useless

Dear Subscriber, INC Magazine has an interesting article on this topic at http://www.inc.com/jessica-stillman/why-working-more-than-40-hours-a-week-is-useless.html “The clear takeaway here is to stop staying at the office so late, but getting yourself to...

The Five Personalitites of Innovators: Which One Are You?*

Dear Subscriber, Great read.  And which one are you?  Which one do you think I am? Here you go: * The Five Personalities of Innovators: Which One Are You? – Forbes forbes.com Regards, Rosanne D’Ausilio, PhD Customer Service...

Is Happiness the Secret to Success?

Dear Subscriber, Just read a great article on CNN.com and wanted to share it with you. http://tinyurl.com/7fawsmw Very worthwhile read. Regards Rosanne D’Ausilio, PhD Customer Service...

Are Women Better Leaders than Men?*

Dear Subscriber, Following is a very interesting article by Jack Zenger and Joseph Folkman from the HBR Blog on March 15, 2012: We’ve all heard the claims, the theories, and the speculation about the ways leadership styles vary between women and men. Our latest...

12 Customer Do’s & Don’ts

Dear Subscriber, This article from INC.com by Geoffrey James (March 12, 2012)* is spot on! Use these quick and easy rules to make sure your customers keep coming back for more. It’s easier to sell to existing customers than to acquire new ones, so it’s...