by Frank Cespedes | Oct 3, 2022 | Uncategorized
Note: this write up of an interview I had with Shep Hyken first appeared at Forbes,com. You can find it here. Most people think that customer service is a department that handles complaints and problems. There may be a department or contact center that does, but...
by Frank Cespedes | Sep 7, 2022 | Uncategorized
Note: this article first appeared in Training Industry, please find it here. In a previous article, I discussed changing business development requirements and some implications. Yet, most companies approach sales training much as they did decades ago. Onboarding is...
by Frank Cespedes | Aug 26, 2022 | Uncategorized
Note: This article first appeared on Training Industry, available here. Companies spend more per capita on sales training than any other function, but the return on investment (ROI) is disappointing. A recent Training Industry article indicates “that 85-90% of sales...
by Frank Cespedes | Jul 12, 2022 | Uncategorized
Note: Please find the original copy of Frank Cespedes’ article, “How to Conduct a Great Performance Review,” published first at HBR Online, here. Summary: The purpose of performance reviews is two-fold: an accurate and actionable evaluation of performance, and...
by Frank Cespedes | Mar 3, 2022 | Uncategorized
With others, I will teach in a new executive program next month, “Leading in the Digital Era,” at Harvard. The program focuses on the people, process, and leadership requirements for making ‘digital transformation’ real and valuable (and not just rhetoric) in...
