To engage with customers, it is no longer enough to have an email address and customer service number on one’s website. Today, people want to interact with and engage businesses via their chosen means of communication, whether that is Twitter, Facebook, discussion forums, or a feedback site like Get Satisfaction. Companies like Dell, for example, [...]

Make sure that you don’t end up like Bad Schandau. How to implement successful Change Management? In these uncertain times, it’s more important than ever to heighten the sense of trust, commitment, and urgency within your organization. Large-scale change – the shifting of strategies, implementation of new systems, significant revamping of structures and processes – [...]

When it comes to change, people don‘t believe in a new direction because they suspend their disbelief. They believe because they‘re actually seeing behaviour, action, and results that lead them to conclude that the program works. If you want something to grow, pour champagne on it Celebrate your successes and, indeed, just about everything you [...]