I recently had a dream in which Adrian Bass, a colleague and friend for whom I have much admiration, asked me why I still care about quality management after all these years.

In the world of customer experience, what’s the difference between outside-in and inside-out?

Great leaders get the best out of their teams by providing 12 core leadership “services.” The best leaders provide these services in an efficient and effective way.

(Wiley: Hoboken, NJ) -- Do you have trouble finding time during your hectic day to grow your business? Is your company stalled because you are too busy reacting to customer problems? Do you lack the funds to jumpstart an effective marketing plan?