by Frank Cespedes | Nov 21, 2022 | Uncategorized
Note: this article originally appeared in Harvard Business Review Online, co-authored with Trond Aas, Alex Hunt, and Huw Newton-Hill. Digital access can be found here. Summary. Training employees tops the agenda in many organizations, according to a LinkedIn report....
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...
