Richard Plummer

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Power Map for Excel Now Generally Available, Automatically Updated for Office 365

Today, with Office Service Pack 1, we’re announcing that moving forward Power Map will now be native to Excel. No longer a preview add-in, Power Map …

The six customer insults you must stop causing

At heart, customer experience improvement is all about finding those places in the experience where pain exists, and where customers feel that their …

Customer Experience

Ten Rookie Customer Service Mistakes And How To Avoid Them

In spite of what some people believe, customer service is getting better. Really! It’s just that customers are smarter than ever and know what great customer service is. After all, we teach them. Companies tout their awards and make promises of a great customer experience. Some succeed, and these …

Customer Experience

15 highly useful life hacks you can learn in a minute or less

Everyone loves a good life hack, especially if it's super quick to pick up.<p>While one minute may not seem like a lot of time to master a useful skill, …

Manage Your Energy, Not Your Time

Steve Wanner is a highly respected 37-year-old partner at Ernst & Young, married with four young children. When we met him a year ago, he was working 12- to 14-hour days, felt perpetually exhausted, and found it difficult to fully engage with his family in the evenings, which left him feeling …

How to Save 3-4 Hours of Email Processing Time Per Week

I've been using it for years and didn't know it was based on science. A clean inbox awaits.<p>I've been using a science-based technique for email for the past 20 years and I didn't even realize it. It has made a huge difference not only in making me more productive with my messaging, but really with …

Productivity