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Tips

How to Improve Retention in 10 Minutes

We all know turnover is costly.  But the costs extend far beyond having to rehire. When you factor in leadership time, loss of momentum, and customer retention, the dollars rise and the impact expands. We also know the younger generation, millennials, change jobs at more than three times the.

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Can Customer Service Touch Your Soul?

When was the last time you had a profound customer service experience? Customer experience expert Chip Bell says, “Service can be a perfunctory act delivered with routine banter and going-through-the-motions energy.  It can be the same service we get pretty much everywhere, every day.  Or it can be something.

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Noble Purpose: A strategy not just a slogan

All the cool kids have a purpose. Philosophers have been talking about purpose and meaning since the dawn of time. But since I wrote Selling with Noble Purpose in 2012, and trademarked the Noble Purpose methodology for business, the idea of purpose in business has become mainstream. More and.

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Venting Doesn’t Release Negativity; It Rehearses It

It starts with the speeches. You know the little speech you rehearse in your head, getting ready for the big moment when you finally let them have it. Perhaps you practice it in the shower, or your car. Or perhaps you share your frustration with others. Maybe it’s the.

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When to Negotiate, and When to Play Nice

“You don’t get what you deserve. You get what you negotiate.” It was the marketing tagline for a popular 1980s negotiating skills program.  Personally, I find this concept absolutely exhausting. Do you really want to game every aspect of daily life? I teach negotiation skills, and coach clients in.

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The Purist Trap: Why Your Enthusiasm May Be Off-Putting

“I’m not sure he really believes in this.”  The project manager was frustrated because he felt like his boss was just giving lip service to his initiative. Have you ever been in a situation where you’re passionate about something, yet you wonder if the people around you are just.

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The Caffeinated Leader: Why We Abuse Our Best Asset

How many times do you need a hit of caffeine or sugar just to get through the day? If you’ve got a day job, you’re probably well acquainted with exhaustion at the office.   Forty-two percent of people are getting by on less than six hours of sleep a.

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Essential Versus Important: The Life Changing Power of Less

Have you ever found yourself saying, “The day got away from me?” You set goals; you have a strategy; you think know what’s most important.  Then, somehow, your day is hijacked by other people’s agendas. It’s like fish nibbling away at a giant carcass on the floor of the.

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What is Noble Purpose?

As human beings we are hardwired to seek meaning and purpose in our lives. Nowhere is this more important than work, where we spend so many of our waking hours. Bill McDermott, CEO of SAP, explains, “This is a world where purpose matters more than ever before. I get inspired.

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Don’t Pursue Happiness, Choose Something More Nuanced

Viktor Frankl once said: It is the very pursuit of happiness that thwarts happiness. As humans, we tend to pursue outcomes. Yet often what we really desire is experiences that create more nuanced feelings. For example, a client of mine set a goal to take a trip to Paris.

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