To build the right customer service culture—one that has the customer advocating for your business—you must make sure you have the right person in place and that you have given him or her the tools to be successful.

The real-life story of British mathematician Sir Andrew Wiles tells us how factors such as "burning passion," "grit," "self-control," and "deep practice" play vital roles in the development of scientific expertise of the highest order.

While most employers will warmly embrace the return of an employee who has survived a serious illness, that is not always the case. Here are the top 5 steps an employee must take when returning to work.

Just about everyone wants to lead something, but even the highest-level leaders have to follow someone at some point. A good leader is coachable and ready to gain both knowledge and skill from others, whether the other person is a subordinate, the boss, the board, the customer, or the shareholders.

Training can provide a chance to engage employees more closely in the organization while giving them greater feedback on what they do. Technology plays a key role as employers turn to the use of corporate intranets, which often combine elements of popular social networks so that workers feel more in touch with their colleagues.

It used to be that our organizations would establish borderlines for us in organization charts and strictly demarcated job descriptions. But in organizations seeking to be competitive in a much more complex and dynamic business environment, we each are called upon to construct, deconstruct, and reconstruct boundaries that serve the organization’s purpose at a particular time.

The certification drives customer and employee satisfaction and boils down to what the organization does every day as hotel managers and operators. With everything in its place, it is easier for the team to find supplies and makes it easier for them to do their jobs—ultimately taking better care of guests.

What credibility really means to you could be viewed differently based upon your own standards and the cultural environment that surrounds you.

Everyday life provides many opportunities to build our personal brands through simple acts. But each act creates an impression in the mind of another, and our value to them is either strengthened or diminished.

The beauty of a one-page problem-solving document is that while an author is using it to explore and learn on their own, the coach can steer them through the process, challenge their assumptions, and open up unseen options.