There’s nothing like having to constantly say, “What did you say?” Research by Jonah Berger, PhD, outlines the importance of speaking more slowly to become a more effective communicator. Key takeaways from this article include: Speaking slightly slower in social interactions makes people seem more empathetic. Training customer service agents and salespeople to speak … [Read more...]
Worth a Glance – April 17, 2025
Last week’s AHD Bulletin – Animal Health Digest Bulletin, April 10, 2024. Link. Most read posts from April 10, 2025 AHD Bulletin – Don’t assume, check to be sure. Link. ‘Treat Me Like a Dog’ campaign seeks to close the cat treat gap. Link. Factors affecting early pregnancy loss in cattle. Link. Mismatched background music affects employees. Link. … [Read more...]
Embracing AI: Are you a Doomer, Gloomer, Zoomer, or Bloomer? (video)
Erika James, PhD, hosted Reid Hoffman in a discussion during a lecture series at The Wharton School about the promises and pitfalls of artificial intelligence. Hoffman believes that when AI is deployed correctly, it has the power to change society for the better, much like the printing press, the gasoline engine, computers, the internet and all the previous inventions that … [Read more...]
Hybrid work is here to stay
Wharton management professor Martine Haas says, “Hybrid work is here to stay.” She says hybrid work seems to be striking a decent balance between what employees want and what employers want. Crafting more bespoke policies based on what works best for employers and employees is important when addressing issues of parity and fairness as some positions cannot perform their … [Read more...]
The 25-minute meeting — REALLY?!
Commentary This SmartBrief survey graphic underscores the need for better meetings. Too often meetings are called without intention and result in more meetings. Two articles address meeting overload, restructuring them and improving results. The Nano Tools for Leaders® from Wharton Executive Education offers tips to halve the time and double the impact of your meetings. … [Read more...]
Find value in every customer (includes podcast)
Customer centricity is the current thinking about seeing customer value beyond their revenue potential. There are high-value customers, low-value one, and plenty who fall in the middle. But they all matter for businesses that want to make the most out of them say Wharton's Peter Fader and Sarah Toms. The authors discuss their new book, The Customer Centricity Playbook < link … [Read more...]
Would you treat your mother that way? (includes podcast)
As a customer service expert, Jeanne Bliss has spent her career helping major companies learn how to behave in the best interests of the consumer. She recently explained how increased competition makes customer service more important than ever for businesses that want to grow. “We’re finding that the more high-tech we get, the more humanity we need.” Source: Knowledge at … [Read more...]