Let’s define coaching in the workplace when you’re a manager.Coaching is a purposeful, ongoing, one-to-one dialogue between a manager and the line employee for the purpose of developing skills and performance, and enhancing potential. It is distinctly different from performance assessment because it focuses on encouraging, motivating, and guiding the protégé to achieve higher goals.If… Continue reading The Manager who Coaches – Customer Experience Magazine

How Healthcare Providers Are Looking to Improve Customer Experience

By Phil Britt Healthcare providers are exploring different ways to improve customer — in this case, patient — experience, to make different aspects of planning and receiving treatment more convenient. These efforts are providing unexpected internal benefits as well, said Greg Poffenroth, director of customer experience at West Monroe Partners. Bringing the Retail Experience to Healthcare Depending…… Continue reading How Healthcare Providers Are Looking to Improve Customer Experience

Why the Most Important Rainmaker in Your Law Firm is the Person Who Answers the Phone.

Take a look at this recent Google infographic on legal market trends: If there is one thing that stands out about this research, it’s this: 72% of prospects contact attorneys via phone.  This is why the most important person in your law firm is the person who answers your phone! That’s because people who have a problem large…… Continue reading Why the Most Important Rainmaker in Your Law Firm is the Person Who Answers the Phone.