Leonard Berry and Kent Seltman on Management Lessons from Mayo Clinic

It's not just about healthcare.

October 31, 2008 / Podcast # 08-44

Leonard Berry & Kent Seltman

The Mayo Clinic is one of the world’s most prestigious organizations, one that fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees.

Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman had the rare opportunity to study Mayo Clinic’s service culture Read more…


Beverly Kaye on Keeping Ideal People in the Workplace

The retention of top employees is every manager's concern.

August 8, 2008 / Podcast # 08-32

Beverly Kaye

With every employee who walks out the door costing the company up to 200 percent of their annual salary to replace, retention is one of the most important issues facing businesses today. Because finding the ideal person for every workplace position has become an increasingly difficult task, the retention of top employees has become every manager’s concern. Love ‘Em or Lose ‘Em, by organizational-development specialists Beverly L. Kaye and Sharon Jordan-Evans, proposes that this “race for talent” can be effectively run only by those who adopt programs and policies that truly support their personnel. Read more…


Rachael Brown on Paying Employees to Quit

An unusual story in customer service training - with remarkable results.

July 11, 2008 / Podcast # 08-28

Rachael Brown

Founded in 1999, the online shoe retailer Zappos.com has been an astonishing success story, growing to nearly $1 billion in sales. Even more impressive than its sales numbers, however, are the numbers of customers who rave about Zappos’ customer service excellence. The company’s success at customer service starts with its training program. In this interview, Zappos training manager Rachael Brown tells Edgewise how the company develops its stellar customer service—and why Zappos offers new employees $1,000 to quit.
Read more…


Annie McKee on Becoming a Resonant Leader

What distinguishes great leaders?

April 4, 2008 / Podcast # 08-14

Annie McKee

Exceptional leaders capture passion. They lead for real: from the heart, smart and focused on the future, and with a commitment to being their very best.

A new book, Becoming a Resonant Leader, by Annie McKee, Richard Boyatzis and Frances Johnston, talks about the concept of leadership resonance. Read more…


Alex Frankel on Working Undercover at America’s Top Companies

How do some of the giants of commerce turn thousands of average job applicants into loyal—even fanatical—workers?

March 21, 2008 / Podcast # 08-12

Alex Frankel

Curious to know just what happens behind the “employees only” doors of big companies, journalist Alex Frankel embarked on an undercover reporting project to find out how some of America’s well-known companies win the hearts and minds of their retail and service employees. Read more…


James Parker on Doing the Right Thing at Southwest Airlines

Insights from the former CEO of one of America's most admired companies.

January 11, 2008 / Podcast # 08-02

James Parker (photo: Melissa Wiedemann)

People matter most, we all know that. But most companies would rather slash costs, cut headcount, replace well-paid employees with lower-paid employees or outsourced workers, and reduce customer service. In the wake of 9/11, Southwest Airlines was faced with a disastrous situation that threatened to ruin not only their business but the entire airline industry. In response, Southwest Airlines made three pivotal decisions: no layoffs, no pay cuts, and no-hassle refunds for any customer wanting them. The result: Southwest remained profitable, it was the only major airline to protect the jobs of all its employees, and Southwest’s market cap soon exceeded all its major competitors combined. Read more…


Stephen M.R. Covey on Using Trust for a New Year of Success

Following the runaway success of his new book, America's leading expert on trust returns to share his insights for a new year.

January 4, 2008 / Podcast # 08-01

Stephen M. R. Covey

Stephen M. R. Covey is co-founder and CEO of CoveyLink Worldwide. He is the author of The Speed of Trust, which challenges the age-old assumption that trust is merely a soft, social virtue and instead demonstrates that trust is a hard-edged, economic driver—a learnable and measurable skill that makes organizations more profitable, people more promotable, and relationships more energizing. Read more…


Judith Bardwick on Defeating Apathy in the Workplace

Why are employees sleepwalking through their jobs without any buy-in or passion? And what can we do about this dangerous epidemic?

November 16, 2007 / Podcast # 07-31

Judith Bardwick

After years of downsizing, outsourcing and corporate greed gone wild, today’s workers believe that their company no longer values them. These vulnerable and resentful feelings affect as many as two-thirds of U.S. workers, who are either actively looking for new jobs or going through the motions at their current jobs. Fueled by bad management practices, this “psychological recession” can take a toll on your organization’s bottom line. So what can we do about this problem? Read more…


Ed Koch on Building Buzz

One of America's most beloved public figures on how to attract positive attention.

August 3, 2007 / Podcast # 07-16

Ed Koch

In his three terms as mayor, Ed Koch brought the city of New York out of bankruptcy, created a renowned housing program, and paved the way to the city’s ongoing economic and cultural prosperity. How did he rise from relative obscurity to become an enduring icon of America’s largest city? Read more…


Stephen M. R. Covey on How to Build, Keep and Repair Trust

The positive and profitable path for today's leaders

May 18, 2007 / Podcast # 07-05

Stephen M.R. Covey

Stephen M.R. Covey is the former CEO of Covey Leadership Center, which, under his stewardship, became the largest leadership development company in the world. A Harvard MBA, he joined Covey Leadership Center as a Client Developer and later became National Sales Manager and then President & CEO. Read more…