Defining Customer Success

Your customers have in mind their reason for reaching out to your company well before they boot up their computer, take their smartphone out of their pocket, stop by your store, engage Google Home or Alexa or pick up the phone. Often, these drivers are predictable and you can anticipate their reason for contacting your company.  Other times, it's anyone's guess.  

Handling customer interactions with ease and grace will contribute to your customers' expectations of how easy it is to do business with your company, and whether that experience encourages them to remain loyal. Remember, each customer experience is either doing damage to your brand or helping to promote it.  

By Deborah Rapsinski • January 27, 2017

The Importance of Mentorship in a Millennial-Dominated Workforce

The importance of mentorship can be traced back to ancient civilizations.  Throughout the ages, younger generations have successfully leveraged the knowledge possessed by more experienced, and often-times older, influencers.  If you think about your personal experiences growing up, you may be able to quickly identify people that have helped you become the person you are today.  Whether it was a teacher or coach, your parents or an older sibling, each played a vital role in your early development.  

By Brian Pia • January 26, 2017

Driving Engagement With a Clear Purpose

What is the End Goal?

The principles of adult learning are founded on the notion that as we age, having a purpose behind learning becomes much more important. When we’re young, we are more likely to accept that the future may yield an unforeseeable need for the information we’re absorbing. We believe in the need for a well-rounded education, even if we can’t see an immediate need for certain pieces of information.

By Leslie Holcroft • December 20, 2016

Global Trends: The Driving Forces of Corporate Training

With the holidays right around the corner, spare time provides room for reflection not only on gift lists and vacation plans, but also to focus on today’s acute topics in the working environment. The global trends are clear. To evolve efforts into impact, corporate training is key to directing a workforce that is focused on achieving business objectives through learning and development.

By Oleksii Vyshnyk • December 19, 2016

Why Alignment is Critical for Your Training Organization

As explained in the previous blog on the keys to running a successful training organization, the second blog in this series will discuss the first vowel in the "Vowels Equal Value" framework: alignment. Organizational alignment is the fundamental building block to individual and corporate success.

By Shina Neo • September 21, 2016

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