In my previous blog entries I have argued about the validity of the People > Service > Profit idea, the importance of Hiring Right and the fact that often good people are stopped by bad processes or bad management.

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I am obviously of the view that the road to success for great customer service and experience excellence goes through People Management that is aligned with strategies that make customer service and customer experience into a sustainable strategic differentiator.

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There is no such thing as a “Born Leader”. When people talk about born leaders, what they are really referencing is the “X” factor of leadership. What is the “X” factor?..

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To be an effective problem solver, you need the self-confidence to make decisions, and to feel comfortable with the risks involved in all decision-making.

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Whether you affect people positively or negatively doesn’t only determine what people think of you and their willingness to help you. It also profoundly influences how valuable you are to your employer...

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Question: What do you think of a candidate who sets up a profile under her maiden name so that her current employer will not know she is trying to change careers?

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