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How Tesco Mobile listens to customer feedback and takes action across a range of channels?

In this case study, you’ll discover how Tesco Mobile worked with InMoment to evolve its approach to delivering meaningful action from customer feedback. You’ll learn: Why feedback matters. The importance of undertaking a thorough touchpoint analysis. How to empower employees to be able to use customer insight more effectively.

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Book Summary: The Execution Factor, The One Skill that Drives Success by Kim Perell

Are you a dreamer, or a doer? Dreamers have plenty of ideas – but because they lack expertise at execution, none of their ideas become realities. Fortunately, anyone can learn to execute and get things done, according to entrepreneurial wunderkind Kim Perell. Her easy-to-follow, often inspirational autobiography plus start-up manual teaches the fine art of …

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Book Summary: The Leadership Killer, Reclaiming Humility in an Age of Arrogance by Bill Treasurer and John R. Havlik

Bill Treasurer and John Havlik detail how you can survive leadership with your soul unsullied and your honor intact. They explain the dangers hubris poses for leaders and how they can guard against it. Both authors draw on extensive leadership experience. After college, Treasurer captained the US High-Diving Team. Later, he became Accenture’s first full-time …

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Book Summary: The Art Of Saying NO – How To Stand Your Ground, Reclaim Your Time And Energy, And Refuse To Be Taken For Granted (Without Feeling Guilty!)

Are you a professional doormat? Do people constantly push you around to get you to help them? If so, what can you do? Turn to author Damon Zahariades, whose best-selling instruction manual gives you useful techniques for saying no. A self-described “recovering people pleaser,” Zahariades applies his real-world experience to this universal issue. He used …

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3 Most Common Mistakes When Documenting Employee Performance

In court, clear and specific documentation about an employee’s performance or behavior can mean the difference between a quick employer victory and an expensive defeat. Anyone reading your documentation should walk away knowing the who, what, where, when, how and, most important, the why behind any decisions … and that you treated the employee consistently …

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Book Summary: Necessary Endings The Employees, Businesses, and Relationships That All of Us Have to Give Up in Order to Move Forward By Dr. Henry Cloud

Endings bring about new beginnings. Clinical psychologist Henry Cloud shares his strategies for negotiating endings in business and in life. He shows how to handle endings with skill, clarity and proper intent. Using examples from his leadership consulting experience, Cloud illuminates how businesses falter and relationships fester due to an inability to accept that a …

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