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The 23 Items to Pack for Every Solo Trip

These items—all of which can fit in a carry-on—will make your life much easier.<p>My grandma used to say, “Carry everything with you, so that when you …

Solo Travel

Core Competencies: Beware Adding Sales Duties to Support Roles

You’ve hired a team of bang-up customer support representatives. You may have even done so with the help of predictive hiring tools, so your team is …

Customer Service

Customer Service Sabotage: How Situational Tyrants Destroy The Customer Experience

Any organization, small or large, can become a breeding ground for what I call “situational tyrants,” employees who have the power to say “no” within their tiny little customer service fiefdom, and who exercise that power every chance they get, every opportunity they have to tell a customer …

The biggest difference between rich people and everyone else isn't how much money they have

Yet, so many of us fail to accumulate wealth simply because of our doubts and fears.<p>"<b>The primary difference between a rich person and a poor person is how they manage fear,</b>" writes Kiyosaki, who grew up observing two father figures: "poor dad" — his real father who died with bills to pay — and …

A Plea For Companies To Provide Support Via Text

There’s nothing I dread more these days than having to make a customer service call. Just overhearing a friend on a 53-minute service call to Air …

The Changing Role of Human Interaction in Customer Service

The gold standard in customer support has changed over the years. The objective for customers and companies has always been to solve problems as …

An economic blockage in American manufacturing is about to clear out

American manufacturing is in recession.<p>Last week, new regional surveys from the New York and Philadelphia Federal Reserve banks showed that the sector is in contraction. Production at factories also fell for a second straight month, according to Federal Reserve data released Friday.<p>Global demand …

Female CEO: ‘Women Will Never Be Equally Represented at the Executive Level’

Will we ever see a Inc. 500 or Fortune 1000 company with 50 percent female executives at the corporate helm?<p>When the news about the new Barclays CEO hit the airwaves on Monday, I was both astounded and elated. "Wow!" I thought to myself, "Jes Staley, a female CEO at Barclays! Now we're really …

Five great pieces of advice from Fortune’s Most Powerful Women

By Jena McGregor<p>Jena McGregor<p>Reporter covering leadership issues in the headlines<p>Email Bio Follow<p>Fortune's Most Powerful Women Summit wrapped up Wednesday in Washington, where some 450 executives ranging from General Motors CEO Mary Barra to Gates Foundation CEO Susan Desmond-Hellmann came together …

General Motors

7 Online Classes That Will Make You Smarter and More Interesting

Massive open online courses have opened up classes from top-tier universities to students around the world. Here are some of the more unique offerings.<p>Since massive open online courses, known as MOOCs, exploded on the higher education scene, they've increased the breadth and access of classes in a …

The Power of Not Caring What Anyone Thinks

Just last month, I said yes to a speaking gig at a Chamber of Commerce meeting a few towns away. I said yes even though I am a true introvert, and …

Chamber of Commerce

6 Principles Of Customer Service

Customer service expert John Tschohl offers 6 customer service principles that empower employees and build better businesses.

August jobs report for Illinois: Manufacturing jobs drop by 2,200 in August, down 9,800 for 2015

August jobs report for Illinois: Manufacturing jobs drop by 2,200 in August, down 9,800 for 2015<p>Illinois lost 2,200 manufacturing jobs in August and …

Great Lakes

Why 3D printing is the future of manufacturing, not just a cool gimmick

New 3D printing processes have reduced the time it takes for designers and engineers to conceptualize, create, and test prototypes. But for 3D …

The future of Chicago manufacturing? Fewer people doing more

By now Donald Trump has informed most of us that Mondelez International, headquartered in Deerfield, will move some of its Oreo and other cookie production from Chicago to Mexico, resulting in 600 layoffs at its Southwest Side bakery next year.<p>These production lines are headed to a large industrial …

Understanding the Rise of Manufacturing in India

When many executives think about manufacturing, China is the first country that comes to mind. But there are other players grabbing a bit of that spotlight — like India. Despite the conventional wisdom that says India’s place in the global economy revolves around digital bits and services rather …

Why Self-Service Is Still Good Customer Service

Providing a way for customers to help themselves is a good way of providing customer support.<p>Offering an option for customers to help themselves can …

Customer Support People Need Care, Too

Customer-facing roles require energy and resilience, even if you’re completely in love with your job.In a regular workday, you’re responsible for …

8 tips to help customer service managers make their lives easier

There’s never a dull moment when you’re a customer service manager. Not only do you need to help customers and increase satisfaction, but you also need to study, evaluate, and restructure support processes to continually improve l performance. You may also be responsible for a team of customer …

12 Steps to Improve Your Customer Experience

Employee engagement and exceptional customer service play a critical role as a competitive advantage in the business landscape. Great customer …

Customer Experience