It's All About The Experience

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A blog about managing and improving customer experience and improving profits.


Is There A Good Way to Manage a Layoff?
Is There A Good Way to Manage a Layoff?
Managers assigned to lay off a large part of the workforce rarely receive training before they are asked to do so. This article outlines best practices, and a few legalities managers should consider when implementing a layoff. A final section highlights Twitter's major layoff in 2022-3 as a recent case study, which identifies many things NOT to do in executing a significant layoff.

Managing Board Room Biases
Managing Board Room Biases
Decision-making biases can lead boards to make the wrong decisions. Here we identify seven of the most common biases and explain how to immunize your board against them.