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Communication Is Key, Part 2

As we mentioned last week in part 1, there are four types of communication that govern the way that people interact with one another in a company. In the previous post, we discussed upward communication; that is, the type that happens from subordinates to their superiors. We also explained why…
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Communication Is Key, Part 1

The writing experts at Grammarly.com have an article that breaks down the four types of communication that happen at a business: “upward, downward, lateral, and external.” These directions indicate who’s talking with whom, and what their interpersonal relationships are with one another. Think about this in terms of a business…
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The Antidote for Inflation

Whether the United States is now in a recession has been the subject of much political posturing and debate. Regardless of how any of us feels about labels or technical definitions, the U.S. economy has shrunk two consecutive quarters amid soaring inflation and higher interest rates. A silver lining is…
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A Standout Customer Experience

Regardless of the industry, all businesses face competition of one sort or another. You might be tempted to think that you have no direct peers if you own a unique business in the area—like if you have your town’s only movie theater—but that’s a superficial distinction. You’re still competing for…
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Understanding the Labor Pool

Writing for Forbes, Emmy Lucas posted an article this week titled, “Five Types of Talent Behind the Great Resignation,” in which she details some of the personality types of people who’ve left their jobs in recent years. While many market watchers have attributed the Great Resignation to factors like early…
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Becoming the Standard

Many trademarks and company names have become so successful that they are now synonymous with their class of products or services. There’s even a term for this process: genericide. You know of many examples and might not even realize: Kleenex is often substituted for any facial tissue, Aspirin for any…
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Elevating Your Customer Experience

Shep Hyken is back at it again with another great blog about the difference between good and great, and why this is an important distinction when trying to maintain customer loyalty. As he cites, his “customer service research found that the top reason customers are most likely to come back…
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Good Intentions

The rationale behind why businesses should offer a superior customer experience is fairly practical. Great customer service begets stronger customer loyalty, increased sales, and greater revenue. Moreover, most of us believe that we should treat others the way we would want to be treated, i.e., with respect—in the hope that…
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The Horrors of Calling Customer Support

No one likes calling customer support. We’ve all had experiences where we waited on hold forever, been transferred multiple times, talked to support staff who didn’t understand what we needed, and on and on. Some industries are especially notorious for this, including telecoms, airlines, and financial institutions, but it’s no…
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