What do the companies known for stellar customer servicelike USAA, Amazon, Zappos, Marriotthave in common? They have ways to continually learn about their customers ever-changing needs,...

Leaders are more powerful role models when they learn than when they teach, wrote Harvard professor Rosabeth Kantor. Learning leaders learn for learnings sakethey get an adrenaline rush out...

What it takes to create a culture of innovation.

James Cameron is a mad scientistand the director of the two highest grossing films ever made Titanic and Avatar. The label mad scientists, is not a reference to some evil maladjusted type...

In the archives of Sony is a little known anecdote, which was a favorite story often told by the late Malcolm Knowles, father of adult learning. Sony was founded in 1946 by Masaru Ibuka as...

A letter to the editor is presented that recalls articles and editors from previous issues, and the years of active membership and service to the ASTD.

That word was poignantly spoken from a participant near the back of the training room. But it wasnt a religious or other outburst from a problem participant it was an expression of passion.

Presents techniques to improve customer service and promote customer loyalty in the United States. Provision of insight-producing protocols Evaluation of the services offered to customers...

Presents abstracts on customer services and telecommuting. Observations of a Telecommuter, by Darin E. Hartley Do the Right Thing, by Jennifer J., Salopek The Customer Service Experience,...

Focuses on human resources development (HRD) in the age of fast-paced businesses. Permeability of organizational boundaries Employee learning Importance of fun in effective HRD...