Analytical Skills 
Improve business decisions by learning how to gather, interpret and present data.

Develop specialized skills and strategies to help you assess patterns, identify relevant questions, gain data-driven insights and effectively share analytical information with others.

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Curing the “Recession Hangover”

Leaders must focus on building engaged relationships with employees if they are to move their businesses forward post-recession.

Cultivating Effective Corporate Cultures

What factors influence corporate culture? And how can businesses develop the kind of culture that fosters productivity and profitability? AMA commissioned a study by the Institute for Corporate Productivity to find out....

C-Suite Hiring Forecast: The Ability to Innovate Will Be Key in 2007

A steady economy and a stronger tech sector have set the stage for an increase in executive hiring. Those execs most in demand will be those who have proven expertise in managing a diverse work force and can innovate most successfully....

Customer Focus Is a Strategic Choice

So you say your organization is focused on the customer, and you've got the sound bites and slogans to prove it. But have you made the strategic choice to actually execute a customer-centric approach, or have you simply added a few meaningless words...

Customer Satisfaction Is Not Enough

For most companies, customer satisfaction remains the Holy Grail-but are they setting the bar too low?...

Cris Conde on Taking Steps to Prosper Through the Downturn

When Cris Conde saw the first signs of the recession, he didn’t waste any time. By paying attention to the warning signs and taking decisive action early, he put his company, Sunguard, in a position to compete while others were just trying to survive. By focusing on upcoming economic indicators (ins

Customer Satisfaction Requires More than Satisfactory Service

A traveler attempting to book a ticket by phone became frustrated after choosing from a menu of endless options then waiting on hold for twenty minutes before eventually being transferred twice, with the second time to a dial tone! When she called back, the first live person she connected with got a

Customer Service Survival Tips

Now, more than ever, the customer is king. The author of a new book, Make It Glow, offers five simple strategies for building customer loyalty during the downturn....

Customer Service Excellence Depends on Valued Front-line Employees

How leaders can show front-line workers the respect and appreciation they deserve.

Customers to CEOs: "Can You Hear Us NOW?"

Many customers are finding it more and more difficult to get acceptable levels of service from the companies they do business with-regardless of how much they spend, how long they've been a customer or how profitable they are. Attention, CEO's: this...