Articles & Downloads

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Whitepapers

April 2008

Harrison Assessments™ Differentiation – The Challenges and Potentials of Effective Employee Assessment: Superior employee performance and productivity depends on hiring the right employees at the outset. This position paper from Impact Achievement Group discusses how companies can measures levels of both the candidates’ eligibility and suitability using tools like the Harrison Assessment at the point of hire. Dr. Dan Harrison, author of the paper, demonstrates how the Harrison Assessments provides organizations the most critical information for talent management.   Read more >

March 2008

Creating Exceptional Customer Experiences: Be The Customer: During the steady march from a manufacturing to a service economy, businesses that succeeded learned a key lesson. Competing in an era where customers no longer tolerated poor quality required the proactive involvement of people able to take personal responsibility for the creation, sales, and delivery of quality products. Businesses, large and small, learned this lesson well, contributing to a different standard for world-class products and professional services. Unfortunately, many organizations failed to address their next challenge in the same successful manner. A major revelation emerged in the early 90’s—the way a business treated their customer paid dividends. Sadly, while customer service levels in various industries saw slight improvements, levels of customer loyalty, service satisfaction, and customer experiences today are average at best. The challenge is clear: a good product and/or professional service and competitive pricing have now become the ante just to get into the game. Winning and losing are now a function of the human factors that set the tone for the customer.  Read more >

January 2008

Asking the Right Questions: How to Get ROI on Customer Surveys. Measuring customer behaviors – going beyond typical customer satisfaction surveys – is critical for companies to have an accurate view into customer loyalty. And companies that measure only buying behaviors are missing critical information that ultimately can affect their bottom line, according to Impact Achievement Group. In this white paper, "Asking the Right Questions: How to Get ROI on Customer Surveys”, Impact Achievement Group's Rick Tate and Julie White Ph.D. explore how companies can use customer surveys to improve the bottom line.  Read more >

Articles

November 2007

Read Chapter One (Leadership & Performance) of our Best Selling Book "People Leave Managers... Not Organizations" For a limited time, Impact Achievement Group is offering Chapter One of our best selling book for free -- online. Read this chapter (Motivation at Work) to learn about the critical role of managers -- and how they need to learn to adapts to the performance needs of employees.  Read more >

October 2007

Read Chapter Two (Motivation at Work) of our Best Selling Book "People Leave Managers... Not Organizations" For a limited time, Impact Achievement Group is offering Chapter Two of our best selling book for free -- online. Read this chapter (Motivation at Work) to learn about how to turn organizations around... particularly ones that often show lack of employee morale, extremely low productivity, or disrespect for authority.  Read more >

September 2007

Lip Service and Leadership Development: The Truth About Buy-In: The idea that people leave managers, not organizations, is hardly new. Still, many organizations are so engrossed in the daily details of doing business, they merely pay lip service to the idea of leadership development. But to get the upper hand in the war for talent, senior managers need to do more than give verbal validation to leadership training — they need to roll up their sleeves and get their hands dirty. When leaders send managers to development courses but then complain these activities take individuals away from their work, it sends the message that learning isn’t really a part of a manager’s job, said Julie White and Rick Tate, senior managing partners at Impact Achievement Group, a leadership development training company. And without active senior leadership involvement, it can be difficult to align what the business says with the things that are actually happening on the ground.   Read more >

April 2007

Ensuring Customer Service Quality: Published in Workforce Performance Solutions Magazine. By 1980, “Star Wars” had taken the movie-going public by storm—and in the business world, the “Quality Wars” had begun. Successful businesses learned a major lesson: When you compete in an arena where customers no longer tolerate poor-quality products, it’s essential to get employees actively involved and improve their ability to deliver quality products. If only we had truly learned that lesson. Today, good product and competitive pricing have become the bare minimum required just to get into the game. Winning and losing have become functions of the “human factor” that sets the tone for the customer.