H K

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How Luxury Brands Can Motivate Service Employees

Would Marilyn Monroe or Elizabeth Taylor have tolerated customer service shaped only by a checklist? No. Neither do today’s guests of the Beverly Hills Hotel, a favorite of those two actresses. While leading the 1,000 employees at the Beverly Hills and the Hotel Bel-Air, I’ve seen how a customer’s …

6 Ways to Tell Stories with Data Throughout the Customer Lifecycle

Data-driven storytelling is poised to be the next big trend in content marketing. Indeed, companies are already harnessing its power at every stage in the customer relationship lifecycle—from building up-front brand awareness to reminding customers of their success. Here’s how to use data at each …

How to Pitch a Brilliant Idea

Coming up with creative ideas is easy; selling them to strangers is hard. All too often, entrepreneurs, sales executives, and marketing managers go to great lengths to show how their new business plans or creative concepts are practical and high margin—only to be rejected by corporate decision …

What to Do First When Managing Former Peers

<i>STEVEN MOORE FOR HBR</i><p>You just learned that you’ve been promoted and will now be managing a team of your former peers — exciting news! That is, until the moment you realize that your good fortune means disappointment for your coworkers who didn’t get the job. When you’re promoted over people who have …

Understanding these 2 personality types can make you more persuasive

From dressing up as Spiderman and dropping down a London skyscraper to launching a business in space, Richard Branson has enjoyed his share of bold risks and big adventures.<p>The business visionary sees opportunities for achievement, reward, and success virtually everywhere, and this is what makes …

Self-improvement

The hidden tricks of powerful persuasion

Are we always in control of our minds? As David Robson discovers, it’s surprisingly easy to plant ideas in peoples’ heads without them realising.<p>Are we all just puppets on a string? Most people would like to assume that they are free agents – their fate lies in their own hands. But they’d be wrong. …

Psychology

How to Negotiate Nicely Without Being a Pushover

We all want it both ways: to get what we want from a tough negotiation and to walk away with our relationship intact. The good news is that kind of outcome is possible. But how exactly do you drive a hard bargain while also employing soft skills? How do you advocate for what you want without …

5 Lessons All Departments Can Learn From the Customer Service Department

Being service oriented is harder. If it wasn’t everyone would be service oriented. In fact somewhere along the line you were a customer who got less than great service. And you went to another brand didn’t you? Of course you did. In fact 89 percent of customers have stopped doing business with a …

Customer Service

Reinventing Performance Management

At Deloitte we’re redesigning our performance management system. This may not surprise you. Like many other companies, we realize that our current process for evaluating the work of our people—and then training them, promoting them, and paying them accordingly—is increasingly out of step with our …

9 French Pronoun Types That Will Make Your Sentences Flow

Are you always repeating yourself in conversation?<p><b>That’s life as a beginner in the French language.</b><p>You only know a couple ways to make sentences, and …

7 Ways to Capture Someone’s Attention

Your long-term success depends on winning the attention of others. If your boss doesn’t notice your work, how will you get a promotion? If your team doesn’t listen to you, how can you lead effectively? And if you can’t capture the attention of clients, how does your business or career …

What Top Sales Teams Have in Common, in 5 Charts

What separates high-performing sales organizations from average and underperforming sales organizations? In order to answer this question, I recently conducted an extensive 42-part survey with 786 sales professionals. Participants were asked to share their opinions on their sales organization and …

Get the Boss to Buy In

An engineering manager at an energy company—we’ll call him John Healy—wanted to sell his boss on a safer and cheaper gas-scrubbing technology. This might have been an easy task if his boss, the general manager, hadn’t selected the existing system just a year before. Instead it was, in Healy’s …

Gratitude Is the New Willpower

Patience is a virtue, especially when it comes to building capital. But as with most virtues, it’s not always easy to muster, since it usually requires resisting temptations for gratification on the sooner side. Should you put the extra $1,000 earned this month in your retirement savings or use it …

Why Government Workers Are Harder to Motivate

It’s no secret that managing in the public sector is different from managing in the world of business. Often the environments in which government managers operate can actually make it <i>more</i> <i></i>difficult to succeed. That’s what <i>Fortune</i> magazine seemed to conclude after spending time in 2012 with the police …

How to Disagree with Your Boss

Harsha thought things were going well in his new role. Six months earlier, he was hired by Najib, a wealthy and powerful man in Dubai, to turn around the flagging reputation and prospects of a five-star business hotel. It took little time for Harsha to identify three areas of focus that he was …

Managing 3 Types of Bad Bosses

On a chilly Paris morning some years ago, I was talking to a group of young managers about building high-performance teams. As our conversation progressed, I asked them why they hadn’t already executed some of the ideas we had been talking about. I was completely taken aback by the response: Most …

Column: Cultivate a Culture of Confidence

One difference between winners and losers is how they handle losing.<p>Even for the best companies and most-accomplished professionals, long track records of success are punctuated by slips, slides, and mini-turnarounds. Even the team that wins the game might make mistakes, fumble, and lag behind for …

Get Your Team to Stop Second-Guessing Decisions

Not long ago, the division head of a multinational manufacturing company had a problem. After receiving an aggressive 12% annual growth target, she met with her team, and after a lot of research, meetings, and debates, they built a strategic plan around 17 key initiatives ranging from the overhaul …