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How to get someone to put away their phone and actually listen
Emerging research shows that even the simple presence of a cellphone — not to mention its glowing screen and constant beeps — interrupts our ability to connect. In one online survey, my colleagues and...
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Take control of your learning at work
Human beings have an astonishing ability to learn, but our motivation to do so tends to decrease with age, particularly in adulthood. As children, we are naturally curious and free to explore the world...
View ArticleWhen Networking, Be Yourself
It seems like the right approach to networking: Figure out what the person you’re connecting with wants to hear, and then work to impress him. But this can backfire. Research shows there are two...
View ArticleThe benefits of vacationing somewhere new
A recent trip to Sri Lanka, with an unexpected stop in Thailand, led me to think more deeply about the positive impact of adventures that challenge us. The first benefit is enhanced emotional agility,...
View ArticleReplying to customer reviews results in better ratings
Every now and then, firms make mistakes that leave their customers unsatisfied: a restaurant misplaces an order, a hotel’s air conditioning breaks down, or a dry cleaner damages a garment. With...
View Article6 ways to build a customer-centric culture
Why do so many companies struggle to get customer centricity right? The most common, and perhaps the greatest, barrier is the lack of a customer-centric organizational culture. To build one, business...
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