According to the latest customer service research, the age-old adage “Under promise, over deliver” doesn’t hold water. There is little charm in over delivering. The “delight” happens only 16% of the time.… Read the rest
Somehow, employee burnout has become synonymous with the hard-working spirit of Americans. The image of the coffee-chugging, bleary-eyed employee running around trying to make meetings and catch up on work has become far too common. Burnout has traditionally been viewed as an individual’s problem, when really it is an organizational one.… Read the rest
Who doesn’t entertain the thought of buying a lottery ticket when the stakes are high. We like the thrill of taking a chance on winning big. Therefore, it is easy to understand why United Airlines got all excited with the idea of replacing bonuses with a lottery to motivate employees.… Read the rest
