tag:blogger.com,1999:blog-3856853458054799837Tue, 31 Jan 2012 21:33:55 +0000Training OutsourcingInside Sales TrainingNew Manager TrainingMeasurementSales PerformanceCustomer LoyaltyAction LearningHealth ChecksTeamworkExecutive CoachingInterviewingEmployee OnboardingPerformance ManagementInstructional DesignCoachingHuman ResourcesSolution selling trainingBest PracticesOrganizational SavvyEmployee EngagementSuccession PlanningProject PerformanceCall CenterAssessmentCorporate ComplianceDecision MakingStrategic PlanningExecutive SellingTraining Best PracticesManagement PerformanceCase StudyEmployee RetentionLeadership PerformanceHigh Performance CultureTalent ManagementTechnology IndustryThis training best practices blog archives the LSA Global best practices newsletter sent to current and prospective clients who want to outperform their competition through people. LSA Global is a business training, consulting, and outsourcing firm that focuses on achieving measurable business results with a select group of companies who want to "move the performance needle."http://trainingbestpractices.blogspot.com/noreply@blogger.com (the lsa global team)Blogger109125tag:blogger.com,1999:blog-3856853458054799837.post-7752134515838799460Tue, 31 Jan 2012 21:33:00 +00002012-01-31T13:33:55.412-08:00Just 5%. A 5% increase in customer loyalty can boost profits by as much as 25% to 85%. It is up to the Contact Center Leadership Team to stimulate improved performance and execution so these gains become a reality. The leaders need to create the circumstances that elicit better performance from their people. The good news is that positive customer experiences drive repeat business, http://feedproxy.google.com/~r/blogspot/bestpractices/~3/azW9I8OjSNg/january-2012-part-1-keys-to-building.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2012/01/january-2012-part-1-keys-to-building.htmltag:blogger.com,1999:blog-3856853458054799837.post-7808220451405690828Tue, 31 Jan 2012 21:31:00 +00002012-01-31T13:31:27.094-08:00Brand experience does matter.  According to the Chief Marketing Officer Council, 54% of those surveyed said they'd give up their memberships in Loyalty Clubs if they had a negative product or service experience with a brand. It's critical that the customer service you deliver does not in any way reflect poorly on your brand. The potential loss of business is far too high, even with those http://feedproxy.google.com/~r/blogspot/bestpractices/~3/cQlRPRR_j1A/january-2012-part-2-customer-service.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2012/01/january-2012-part-2-customer-service.htmltag:blogger.com,1999:blog-3856853458054799837.post-3882747430554679592Tue, 27 Dec 2011 18:40:00 +00002012-01-09T19:31:57.261-08:00Employee OnboardingLeadership PerformanceExecutive CoachingCustomer LoyaltyMeasurementManagement PerformanceOn behalf of our 2,500+ experts around the world, thank you for the continued support that helped LSA grow 60% last year and acquire Changeworks Global to advance our strategy, culture, leadership, and change solutions. We at LSA all join in wishing you every happiness this Holiday Season and prosperity in the New Year.  We sincerely value our relationship and look forward to helping you "move http://feedproxy.google.com/~r/blogspot/bestpractices/~3/GsckNdgiiOM/happy-holidays-top-10-most-popular.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/12/happy-holidays-top-10-most-popular.htmltag:blogger.com,1999:blog-3856853458054799837.post-3787652790677336629Mon, 28 Nov 2011 21:43:00 +00002011-11-28T13:43:36.576-08:0074% If you are leading a virtual team, counting on a remote team for results, or participating as a member of a global team, we have good news and bad news. The good news is that you are now in the majority. A recent survey conducted by Chief Learning Officer Magazine found that at least 74% of those surveyed work in a virtual team environment or manage a global cross-functional team. The http://feedproxy.google.com/~r/blogspot/bestpractices/~3/G6D_vtn1VSI/november-2011-part-1-10-tips-to-help.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/11/november-2011-part-1-10-tips-to-help.htmltag:blogger.com,1999:blog-3856853458054799837.post-8491546418214662588Mon, 28 Nov 2011 21:37:00 +00002011-11-28T13:38:00.612-08:00No longer just "nice to have." With most companies placing increasing dependence upon virtual and global teams to execute their strategies, it is imperative that leaders and managers have the critical skills required to work effectively with diverse colleagues, teams, and clients around the world. To be successful with global teams, managers must learn how to gain top performance with remote http://feedproxy.google.com/~r/blogspot/bestpractices/~3/3M5Fq6x247Q/november-2011-part-2-global-remote.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/11/november-2011-part-2-global-remote.htmltag:blogger.com,1999:blog-3856853458054799837.post-2744902213678634423Thu, 27 Oct 2011 21:47:00 +00002011-11-28T13:32:03.171-08:00Who is looking out for you? Training companies, like all other for-profit businesses, are usually trying to make money.  In doing so, many also try to help their clients succeed.  Something interesting happens, however, when there is a conflict between making money and helping clients succeed. Not all firms handle this dilemma equally. Their approach greatly impacts the value that they can http://feedproxy.google.com/~r/blogspot/bestpractices/~3/0LJOxhNCIcM/october-2011-part-2-top-5-things-that.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/10/october-2011-part-2-top-5-things-that.htmltag:blogger.com,1999:blog-3856853458054799837.post-1977752774505947642Thu, 27 Oct 2011 21:44:00 +00002011-10-27T14:44:51.205-07:00Faster and More Frequent The stock market used to make big news by moving 50 points in a session. These days it seems like 200+ point swings are occurring with more regularity. This volatility is causing havoc with many of our clients who feel uncertain about the "right" way to invest in their company's future. For example: • Companies have jobs to fill, but they are having trouble http://feedproxy.google.com/~r/blogspot/bestpractices/~3/wV4Y4Fl7bSQ/october-2011-part-2-budget-time-3-steps.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/10/october-2011-part-2-budget-time-3-steps.htmltag:blogger.com,1999:blog-3856853458054799837.post-3557018559934184962Fri, 30 Sep 2011 22:39:00 +00002011-09-30T15:39:10.966-07:00Are you striking the right balance?  As leaders, we are expected to create the environment that produces the most from the people within our organizations.  If we (or our culture) push too much or too little, we may not meet our goals. How do we strike the right balance? Like the Story of Goldilocks and the Three Bears, some performance pressure is too much, some is too little, and some is "http://feedproxy.google.com/~r/blogspot/bestpractices/~3/aOqaDGYP7z4/september-2011-part-1-performance.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/09/september-2011-part-1-performance.htmltag:blogger.com,1999:blog-3856853458054799837.post-276765512157391907Fri, 30 Sep 2011 22:34:00 +00002011-09-30T15:34:07.605-07:0070. That is the number of "moves" available to a leader at any given time that can significantly impact the performance of their team. With so many options, it is not surprising that some leaders succeed while others fail? Based on over 16 years of high performance research with elite institutions such as Harvard, the U.S. Special Forces, Cisco, Accenture, MIT, NASA, and Juilliard, we have http://feedproxy.google.com/~r/blogspot/bestpractices/~3/-PVmwsF8WtU/september-2011-part-2-leadership.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/09/september-2011-part-2-leadership.htmltag:blogger.com,1999:blog-3856853458054799837.post-1975755400258574720Tue, 30 Aug 2011 18:43:00 +00002011-08-30T13:03:01.186-07:00What does it take to influence change? Can this leadership skill be learned? Most influential leaders share three key characteristics: A Compelling Point of View Authenticity Catalytic Mindset Influencers in organizations play critical roles - especially in today's highly collaborative and matrix-oriented environments.  Compelling Points of View, for example, are built on ideas, values, http://feedproxy.google.com/~r/blogspot/bestpractices/~3/lEH07UCz7VM/august-2011-part-1-influencer-catalyst.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/08/august-2011-part-1-influencer-catalyst.htmltag:blogger.com,1999:blog-3856853458054799837.post-3727287722745643086Tue, 30 Aug 2011 18:39:00 +00002011-08-30T13:04:00.040-07:00"I want to be a hypnotist when I grow up so that others do what I want." A classic quote from our friend's 5 year old. While as a father and a CEO, I wish that I had the same hypnotic powers, we need to rely on influence and political savvy skills to get stuff done. The dictionary defines influence as: "the action or process of producing effects on the actions, behavior, opinions, etc., of http://feedproxy.google.com/~r/blogspot/bestpractices/~3/nvSvZGj1l4w/august-2011-part-2-influence-how-to.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/08/august-2011-part-2-influence-how-to.htmltag:blogger.com,1999:blog-3856853458054799837.post-5486077377958771514Fri, 29 Jul 2011 17:32:00 +00002011-08-10T14:24:24.903-07:00Is your sales compensation plan getting you the results that you need? Years ago a Fortune 1000 Technology client decided to award the President's parking spot to the top sales rep each month to motivate performance.  Parking was a real hassle for employees (#1 on a recent employee satisfaction survey).  The sales compensation team was excited about the low cost of the reward compared to the http://feedproxy.google.com/~r/blogspot/bestpractices/~3/RG_x0fTrTF4/sales-compensation-design-and-planning.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/07/sales-compensation-design-and-planning.htmltag:blogger.com,1999:blog-3856853458054799837.post-3432028153461542775Fri, 29 Jul 2011 17:25:00 +00002011-08-10T14:24:50.330-07:00At what point do you have to do something? At a recent conference that question was posed to us.   Actually the individual asked, "When you have had your salaries frozen for awhile, how long can you leave them frozen before you reach the point that you have to do something?" Many organizations have instituted salary freezes during the recent downturn. Some have instituted freezes for one, two,http://feedproxy.google.com/~r/blogspot/bestpractices/~3/B5IdBNFaUkM/thawing-salary-freeze-is-it-time-to-do.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/07/thawing-salary-freeze-is-it-time-to-do.htmltag:blogger.com,1999:blog-3856853458054799837.post-6938296005404464532Thu, 30 Jun 2011 16:30:00 +00002011-07-21T16:17:39.315-07:003x's Faster. High Growth firms are almost 3x's as likely to be specific and detailed about identifying and working with ideal target clients than their slower growing peers. Additionally, customers who "fit" better than others consistently produce higher revenue, profits, and satisfaction. This is the consequence of shorter sales cycles, less problems, more rewarding relationships, better http://feedproxy.google.com/~r/blogspot/bestpractices/~3/91Vb5pimrPs/june-2011-part-1-accelerate-growth-4.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/06/june-2011-part-1-accelerate-growth-4.htmltag:blogger.com,1999:blog-3856853458054799837.post-6215880056853394180Thu, 30 Jun 2011 16:20:00 +00002011-07-21T16:18:48.764-07:0040 times more likely. A high-quality prospect is more than 40 times more likely to buy than a cold-called prospect. Furthermore, sales people who actively seek and exploit referrals earn 4 to 5 times more than salespeople who don't. While it seems like common sense to focus on more qualified client opportunities, surprisingly fewer than 30% of salespeople ask for referrals - the #1 source for http://feedproxy.google.com/~r/blogspot/bestpractices/~3/8Hhw998htss/june-2011-part-2-are-you-chasing-wrong.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/06/june-2011-part-2-are-you-chasing-wrong.htmltag:blogger.com,1999:blog-3856853458054799837.post-7923799874087265109Tue, 31 May 2011 22:03:00 +00002011-05-27T15:44:14.170-07:00AssessmentTraining Best PracticesMeasurementOver 50% of training initiatives fail to meet business expectations.Accordingly, it is not surprising that in tough times, learning is often one of the first areas to be questioned or cut.While it seems like common sense to ensure that learning investments are set up to succeed, we continue to be surprised that billions are spent each year on corporate training without any assurance that the http://feedproxy.google.com/~r/blogspot/bestpractices/~3/XML4DylHP8g/may-2011-part-ii-benchmarking-is-your.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/05/may-2011-part-ii-benchmarking-is-your.htmltag:blogger.com,1999:blog-3856853458054799837.post-1963039572233291553Tue, 31 May 2011 22:00:00 +00002011-05-27T17:18:15.536-07:00Instructional DesignAssessmentBest PracticesCoachingAction LearningWe believe that now is the perfect time for the training and development function to raise the bar.Consider these paradoxes: Over $100b is spent on corporate training events each year, yet 3 out of 4 CEO's do not believe that training is impacting their business.79% of organizations report acute skill gaps vis-à-vis their strategy, yet 80% of skills and knowledge are not transferred back to the http://feedproxy.google.com/~r/blogspot/bestpractices/~3/Vlin4kwqpAw/may-2011-part-i-3-steps-to-smarter.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/05/may-2011-part-i-3-steps-to-smarter.htmltag:blogger.com,1999:blog-3856853458054799837.post-3369099298784839997Sat, 30 Apr 2011 17:51:00 +00002011-05-10T19:34:16.420-07:00Leadership PerformanceHuman ResourcesHigh Performance Culture84%.That is the percent of people from our recent Q2 poll that do not know what specific actions would have the biggest impact on the organizational performance of their company.If you have direct reports, then you should sit up and take notice.Think about it.What percent of your success is dependent upon the success of others? If you are like most savvy leaders today, you will answer 70%+.So http://feedproxy.google.com/~r/blogspot/bestpractices/~3/54RnIR09HOw/april-2001-part-ii-top-5-warning-signs.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/05/april-2001-part-ii-top-5-warning-signs.htmltag:blogger.com,1999:blog-3856853458054799837.post-432309178062734305Sat, 30 Apr 2011 16:38:00 +00002011-05-10T19:34:38.425-07:00Human ResourcesHigh Performance CultureNo.That is what more than 50% of our clients tell us when we ask if their HR Function has a true seat at the executive table.For decades, Human Resources has had difficulty playing at the same level as their peers "running the business." Not coincidentally, this struggle coincides with HR's inability (both perceived and actual) to have a measurable and visible impact on revenue, costs, or http://feedproxy.google.com/~r/blogspot/bestpractices/~3/uWsuITIlsG0/april-2001-part-i-does-your-hr-function.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/05/april-2001-part-i-does-your-hr-function.htmltag:blogger.com,1999:blog-3856853458054799837.post-6762828312141318886Sun, 20 Mar 2011 13:03:00 +00002011-03-22T13:05:36.216-07:00Talent ManagementLeadership PerformanceBest PracticesAction LearningManagement Performance97%.That is the number of organizations in a recent study that cited significant leadership skill gaps.In the same survey, as many as 70% of those companies confessed that they are doing nothing to close those gaps. Why?We believe that there are two fundamental causes for these findings reported by research firms for the past decade. 1. Current Leadership Development Programs Not Adding http://feedproxy.google.com/~r/blogspot/bestpractices/~3/SoritKYrLIA/march-2011-part-ii-executive.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/03/march-2011-part-ii-executive.htmltag:blogger.com,1999:blog-3856853458054799837.post-941274868438754679Sun, 20 Mar 2011 13:00:00 +00002011-03-22T12:53:28.798-07:00Talent ManagementLeadership PerformanceEmployee RetentionSuccession PlanningAction LearningDone right, Executive Development should have a greater company-wide impact than any other learning initiative.In addition to improving the capabilities of your top executives, the outcomes of any world-class executive development program should include tangible business results in:Increased revenueDecreased costs and/orIncreased productivityWe find that successful Executive Development & http://feedproxy.google.com/~r/blogspot/bestpractices/~3/aqIAvvoquak/march-2011-part-ii-executive_20.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/03/march-2011-part-ii-executive_20.htmltag:blogger.com,1999:blog-3856853458054799837.post-1617986753667949022Mon, 28 Feb 2011 14:00:00 +00002011-02-28T11:44:31.521-08:00Training Best PracticesTalent ManagementTraining OutsourcingCall CenterCustomer LoyaltyDoes customer service really drive revenue?When I have a bad customer experience, I typically form a bad impression of that company that impacts my buying behavior. Is that true across the board?Studies consistently affirm that the quality of front-line service our customers experience links directly to how loyal they are to our brand, our products, and ultimately to the amount of revenue and http://feedproxy.google.com/~r/blogspot/bestpractices/~3/TPiLiVcqIYo/february-2011-part-i-3-steps-to-connect.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/02/february-2011-part-i-3-steps-to-connect.htmltag:blogger.com,1999:blog-3856853458054799837.post-4890821423634209307Mon, 28 Feb 2011 13:59:00 +00002011-03-28T15:47:12.854-07:00Training Best PracticesTalent ManagementTraining OutsourcingBest PracticesCall CenterCustomer LoyaltyIn our recent quarterly poll, 36% of respondents stated that "ensuring customer satisfaction" was keeping them up at night.Based upon the direct link between service and revenue outlined in the below article, this should be no surprise to customer service professionals. From a business perspective, this means that customers' perceptions of your service levels are important. That does not http://feedproxy.google.com/~r/blogspot/bestpractices/~3/yqJodDk2P84/february-2011-part-ii-relationship.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/02/february-2011-part-ii-relationship.htmltag:blogger.com,1999:blog-3856853458054799837.post-6260556599690816745Mon, 24 Jan 2011 14:00:00 +00002011-01-27T13:12:15.791-08:00Sales PerformanceTalent ManagementCoachingHigh Performance CultureExecutive SellingInside Sales TrainingSolution selling trainingManagement PerformanceHave you ever wondered why the "rainmaker" you hired ended up creating a drought?How often have you seen your peak performers fail to sustain their revenue stream?Are your sales managers placing the right amount of "sales pressure" on your teams to get the best short- and long-term sales results?Often, as Sales Leaders, we think that we have made all of the right investments. We pay for screeninghttp://feedproxy.google.com/~r/blogspot/bestpractices/~3/EfAoNxYkYI0/january-2011-part-i-create-high.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/01/january-2011-part-i-create-high.htmltag:blogger.com,1999:blog-3856853458054799837.post-8808961394394227462Mon, 24 Jan 2011 13:59:00 +00002011-01-27T13:11:44.907-08:00Sales PerformanceTraining Best PracticesTalent ManagementStrategic PlanningHigh Performance CultureExecutive SellingInside Sales TrainingSolution selling trainingAccording to a recent McKinsey study, a primary supplier perceived as having a high-performing sales force can boost its share of a customer's business by 8 to 15 percentage points.What would that do for your business?Does your salesforce have what it takes to:Achieve aggressive sales and margin growth goals?Transition from selling products to selling solutions?Sell value versus price?Generate http://feedproxy.google.com/~r/blogspot/bestpractices/~3/dLsJ7ZFzo8w/january-2011-part-ii-benchmark-your.htmlnoreply@blogger.com (the lsa global team)http://trainingbestpractices.blogspot.com/2011/01/january-2011-part-ii-benchmark-your.html