Leadership voices
Tips and strategic advice from our leadership team.
Article
8 min read
The best CX metric to drive your business
A meme going around pictured a Net Promoter Score survey question: How likely are you to…
Article
11 min read
Everyone can get service right—here's how. A Q&A with Jeff Toister
It seems fair to say that getting customer service right—every time, for every customer—is right up…
Article
7 min read
How to keep remote agents engaged—and empowered
Back in the heady ’60s, the gap year industry sprouted as Baby Boomers considered different ways…
Article
12 min read
Building teams, choosing joy, and getting personal: Meet Beth Held
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
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Article
13 min read
The evolving role of the CIO
The head of IT used to be an isolated person, speaking a language no one spoke,…
Article
12 min read
Lead with trust: advice from Shopify’s Marcie Murray
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
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7 min read
Informal leadership: Be the person at work that others look up to
Recently I was talking with a friend about his work situation. He’d worked with the same…
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5 min read
Brené Brown makes the case for vulnerability in Dare To Lead
Editor’s note: So much great business advice, so little time to read. That’s why each month…
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8 min read
The startup psychologist: It’s easy to bake your issues into your company
The entrepreneurial journey can be lonely, all-consuming, fraught with failure, and devastating to relationships. All the…
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8 min read
Should you hire for potential and attitude, or experience?
Hiring can be an exciting yet challenging task. On one hand, hiring typically signifies expansion and…
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17 min read
Tackling difficult topics head on: A conversation with Amy Gallo
The author of the HBR Guide to Dealing with Conflict and a contributing editor at Harvard…
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8 min read
Innovation requires everyone in the band
It would be amazing if every employee at every company was having regular eureka moments about…
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14 min read
Take care of yourself, your team, and your customer—in that order
The four components of customer anger I outlined last week—the situation, its ramifications, baseline stress, and…
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8 min read
The startup spouse: a view from the other side of bed
Over half a million people become entrepreneurs in the United States each month. That’s a lot…
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9 min read
How to choose the right partner. Technology partner, that is.
Finding the right technology partner for your business means identifying a solution that you can afford, trust, and treat as an extension to your in-house team.
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8 min read
The art of the unbiased interview
You may think you know how to conduct an unbiased interview, but chances are you've slipped…
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11 min read
Radical Candor: be a better boss by saying exactly what you think
Giving an employee candid feedback can be challenging. By using the Radical Candor concepts, the process…
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