Putting the Pandemic into Perspective

Putting the Pandemic into Perspective

Guest post by John Baldoni. No one wants to relive 2020. It was a year of pandemic, racial strife, economic crisis and climate catastrophes. This year, 2021 promises to be better; people are being vaccinated, jobs are returning, and a degree of congregant life is...
Excelling without Yelling

Excelling without Yelling

Guest post from Mike Horne. Sam was at it again with Brian, long-term colleagues, this time in a meeting with 70 others. The exchange between Sam and Brain was familiar to many and always disturbing and disruptive. Sam said, “You’re stupid if you think that will...
Smile Study: Guest Post by David Nielson

Smile Study: Guest Post by David Nielson

Whether it is physically less exhausting to smile than to scowl, it is certainly beneficial, and thus there is something to this ancient exhortation to put aside negative emotions long enough to “turn a frown upside down.”   In a 2002 study performed in Sweden,...
Disrupt Your Competition with Convenience

Disrupt Your Competition with Convenience

The following is a guest post by customer service and customer experience expert, Shep Hyken.   I believe that that the next competitive differentiator will be convenience, and I’ve written an entire book on the subject, The Convenience Revolution. Offering...