Optimal Knowledge: The Resilience Issue

The new issue of Optimal Knowledge is about resilience. Here is an excerpt from the leading article of Anita Ryan: “At The Crossroads: The Keys to Organizational Resiliency”: “American businesses, large and small truly are at a crossroads. Those organizations resilient enough to have survived the longest economic downturn since the Great Depression are now […]

The National Labor Relations Board Postpones until January 31, 2012

The implementation date for the new notice-posting rule has been postponed by the National Labor Relations Board (NLRB) by more than 2 months and the posting requirement will take effect on January 31st, 2012, instead of November 14, 2011. According to the NLRB, this delay is to “allow for enhanced education and outreach to employers, […]

Optimal Knowledge: The Communication Issue

Today’s “experience” economy, constant information and advertising exchange in social networks pushes both companies and employees to communicate their brand transparently, openly and with an “awe” emotion. Statements and speeches don’t do it anymore. Action and sharing the great encounters with the company’s brand are not only the flavor of the month, but a trend […]

Excellent Customer Service

Everyone is happy to share their customer service nightmares but very few of us take the time to talk about customer service excellence. This morning I had a most amazing experience. Please bear with me while I share it because I think there are some “teachable moments” woven in there. For several weeks I have […]