3 Ways To Dominate Your Market

My area of expertise is in leadership development using the philosophy of Lean Six Sigma, in other words “process improvement strategies”. 

Now join me on the journey I call A Tale of Two Companies: One business allowed its workers to be engaged by making improvements that allowed the customer to be first in mind. The second created an environment of “it’s not my job” eliminating employees from using client-first thinking. Now you might ask, “How can the customer not be first?”

Many believe Lean Six Sigma is solely for engineering and manufacturing companies. That’s the first misconception. This managerial approach is built on the premise of eliminating wasteful elements and focusing solely on the customer. Having taken that quick glimpse of Lean, as an entrepreneur, you can now see that this philosophy applies to all businesses. Every business operates in what Lean practitioners call SIPOC, (Suppliers, Input, Processes, Output and Customers). Understanding that small segment of lean thinking will open the door for you to look at the three ways to dominate your market. 

Related: Define Your Brand Identity in 3 Steps

How can I hinder?

Meet Office XYZ, a Dental Facility that has a small staff of 5-7 individuals each having their unique jobs when dealing with patients. I called this facility to make an appointment for my mother and was told they needed to verify her insurance and would call back once they received the approvals. Two weeks went by before I realized I had not heard from anyone regarding the insurance verification.

I called the office and asked to speak with the individual that was to call back, whom we’ll call Kelly. I was informed that Kelly was out of the office and had been ill for the past two weeks. My next question was: “is she the only person that verifies insurance?” The response was affirmative and I then asked to speak with a manager. I was told Kelly was the manager. Let’s stop here because now we enter that well-known rabbit hole of “it’s not my job.”

Related: Trends That Can Move Your Business Forward in 2021

How can I help?

Meet Office ABC, A Pizza Company with a similar-sized staff. One night I called for a pizza. Upon placing the order I was told my meal would be about 30 minutes. Half an hour on a Friday evening? This company operated far differently than the first. When I placed my order something incredible happened, I received a text with the following message:  “We’re making your order. It’s all coming together now. The kitchen staff is busy with your order making sure everything is just right.”

A few minutes later I received this missive: “It’s on the way. The driver has left the store and will be at your location shortly”, followed with, “Delivered! Time to eat. It’s been our pleasure serving you”.And it was within the time promised by the associate. 

The “go and see” mentality

These two very different experiences gave me moment to pause. Did Company XYZ know about the importance of “lean thinking” and did Company ABC know they were using the lean six sigma philosophy in their operations? Did the leader of Company XYZ actually walk the process to see if there were any wasteful elements that allowed their service to lack the three main components of customer first thinking: quality, speed and delivery? And what about Company ABC, did that leader utilize the concept of Gemba, meaning “go and see” to improve their value stream and get to the point where they asked what their customers appreciate?

When exploring Lean Six Sigma’s methodology the first step is to find the root cause for the identified waste. Then you move into seeking what the customer defines as quality, you determine the speed of getting your customer the item or rendering the service and you seek an appropriate method of delivery.

Focusing on the three lean strategies

One can’t assume to know what the clientele defines as quality unless they have actually been asked. In Company XYZ it is evident that no one took the initiative to seek input through surveys, focus groups or used any feedback techniques. There is a concept in the Lean lexicon called (VOC) Voice of the Customer. It simply means find out what your customers want and are willing to pay for. This is where you will find that notion of quality.

In the tale of Company ABC, you can attest to the fact that quality for their customers, myself included, is hot pizza, and being notified as to what’s going on with their order. How did they come to know and implement this into their operations? After receiving such great service I had to call and speak with one of their leaders. I was informed this is how they compete as a reckoning force within the market. 

The need for speed

Being the fastest in your field has a huge impact on your market.  As you can tell from the visit with Company XYZ speed played no major role in what they deemed as important to customers. Two weeks to verify insurance is beyond an acceptable practice. And, by the way, I failed to mention that I did speak with another person, upon request, who did call back within 24 hours to inform me that they did not accept the insurance.  Yet I waited 2 weeks for something that could have saved me both frustration and aggravation. Speed and convenience are major players in our buying experience.

Company ABC, epitomizes the importance of speed. On each text message I received that time stamp of delivery was also listed. Today there are ample services to ensure your customers get items and services in a speedy manner. This company has a system in place that allows employees to know time schedules for various sizes, as well as any increase in time based on selected toppings. Have you looked at your level of quickness, while keeping the high standard of quality appreciated by your customers?

Why is the method of delivery so important to your customers? Is it easy to obtain your product or service? Delivery in its simplest form equates to how a customer receives your product or service. Simple right? Company XYZ’s delivery was neither exceptional nor satisfactory. The level of professionalism of their staff created an angst for the customer and therefore any method of delivery they deemed appropriate was subpar. There was no option as to whether they could email, text me or call me. Based on their performance I don’t think any of those options would have changed the outcome.

Related: Entrepreneurial Takeaways From 2020 to Guide Your Next Big Move

Company ABC created a delivery method that allowed me to select how I wanted to receive the product. They of course deliver in their vehicles, but I had an option to have it delivered to my door and left in an appropriate place, to have them ring the doorbell and I receive it face-to-face or contactless, it’s in the trunk and I come out and retrieve it. This allows the customer to select an option.

We have just visited two companies:  One eliminated waste and the other added to it. Which business are you? 

By: Sheryl Mays Entrepreneur Leadership Network Writer

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★★★ Jay wants to mentor YOU with his exclusive Mastermind Mentoring Program! Start your journey with Jay here: https://bit.ly/2FbtM2X ★★★ For the first time ever in public, marketing icon Jay Abraham shares his business strategy that he has previously only shared with his high paying clients. He’s going go teach you the concept of Preemptive Marketing so you can instantly stand out in the eyes of your customers and dominate your market. Enjoy the session

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How To Emotionally Support Your Customers Through Content

Your customers make 35,000 decisions each day, and emotions play a role in a staggering 90% of their day. This means there’s major overlap, and the bulk of those decisions are made when your customers are emotional.If you’re not prioritizing your customers’ emotions in all of your content creation, you’re potentially making most of their decisions (say, 31,500 of them) harder than they have to be — including the one where they choose, or don’t choose, your brand.

Here’s why emotionally supporting your customers through content isn’t just good practice; it’s vital for impacting your target audience’s buying decisions, and, ultimately, your bottom line. More importantly, how to do it the right way.If you think emotions are a casual afterthought in your audience’s buying decisions, think again.

When used proactively, you can use emotional marketing to steer both your prospective and current customers to become loyal, lifetime fans of your brand.

Why are emotions so powerful? Simply put, they impact your decisions — big and small.As for how decisions are influenced, here’s a quick synopsis of what happens in your brain.You have three brains: the lizard brain, the emotional brain, and the rational brain.

  • Your emotional brain is responsible for your limbic system and wins more arguments than your rational brain.
  • Your lizard brain, the brain way under and older than the emotional brain, triggers fight-or-flight mode and wins even more.
  • Your rational brain is there to justify the decisions of the other two — like a wingman, but it’s not really responsible for making them.

What does this all mean for your business?

While it’s not practical to appeal to your audience’s lizard brain in your marketing messages — no need to thrust anyone into fight-or-flight mode — it’s definitely worth appealing to their emotional brain. This engages your limbic system and draws them toward your brand.On the frontend of your marketing strategy, you can use emotional marketing to help connect with your target audience’s emotional brain and persuade them to make a purchase.

In fact, one study of 1,400 ad campaigns found that ads with purely emotional content performed twice as well ( i.e. 31% vs. 16% ) as ads with only rational content.After they convert, you can tap into your customer’s emotions and support them during their user experience (UX).After all, there’s a lot riding on a good customer experience, given that 32% of customers would leave a brand they love after just one bad customer experience.

How’s that for brand loyalty?

To keep your customers happy, make sure you create a UX that matches the rational brain with the emotional brain.Why? All forms of competition between the rational brain and emotional brain will be a bad experience for users.The point here is you can make a strong emotional connection with anyone who comes in touch with your brand — whether prospective, new, or repeat customers — so it’s worth hitting on the right ones, which will ultimately contribute to your bottom line.

As for making an emotional connection with your target audience the right way, here’s how to do it.

Recommended Reading:How to Easily Measure Marketing ROI With a Simple Formula and a Template

Your content shouldn’t just be about getting your point across and promoting your business, products, or services. You should be able to connect with your customers on a personal level and make them feel heard and understood. Here are some ideas on how to do so.Whether it’s new visitors to your site or returning loyal customers, you can support your audience through the content in your live chat conversations.

To make an emotional connection, first and foremost, provide a space for your contacts to be heard. In other words, allow them to vent and don’t forget to really listen. Let your target audience know their point of view matters.Sadly, this isn’t the norm. In fact, people dedicate only about 55% of their time to listening. This makes sense, considering the average person hears between 20,000 and 30,000 words within a 24-hour period. Needless to say, we indulge in the daily bad habit of not truly listening.

Sure, it’s not realistic to solve the world’s problems through a live chat, but you can make an emotional connection with your target audience by letting them express their emotions.Even if it’s a simple chatbot prompt, like this chat message that asks how their site visitors feel.Emojis and all, it immediately puts the conversation into an emotional context, which opens the door for people to trust you with their problem.

To make the right emotional connection with your live chat visitors, use positivity and supportive phrasing as you engage in chats.REVE Chat, for instance, recommends using affirmative words to help create a positive customer experience, like:

  • Great
  • Wonderful
  • Excellent
  • Absolutely
  • Awesome
  • Amazing
  • Certainly
  • Definitely
  • Fantastic

You can also ask follow-up questions, clarify an agreement, and make sure you’ve done everything you can to understand how to help your target audience.Provide Support Live Chat recommends using these phrases to verify you understand your target audience properly:

  • “Let me check that I have this right…”
  • “Let me see if I have this correct, you want me to…” or “You would like for me to…?”
  • “If I understand you correctly…”
  • “You are saying that… correct?”

That way, you can share content and the right supportive resources at the right time — instead of sending a frustrated or curious user something irrelevant to their unique situation. Do this and watch the positive emotions shine through your conversations.The same concept of listening first, and then validating and offering an emotional response that supports their perspective, applies to your interactions in any online community, too.

From Facebook Groups and online forums to designated comment logs and social media, respond to every comment and let every contact know they’re being heard and taken seriously. After learning about a target audience member’s problem accessing Amy’s podcast episode, Joshua sent over a helpful piece of content in the form of a resource link.

The main takeaway is, regardless of the channel, provide a space for your target audience to be heard and use that to inform your content creation. After all, your target audience (including their emotions) should be at the heart of your business. If you use our next tip correctly, it’s a big indicator that you’re listening to your target audience.

Reflect Your Customer’s Exact Language Back to Them

Another way to emotionally support your customers through content is to use your target audience’s exact language and phrasing in your content. What’s the best source for gathering their verbiage? Your target audience, of course. Whether it’s in first-hand conversations or through secondary research methods, doing remarkable customer research can make all the difference in your business. It’s a way to gather a key list of repeat words, phrases, and issues that come up often from your target audience.

If you’re going the secondary research route — as in, social listening or combing through conversations in relevant online forums, like Reddit or Facebook Groups — you can find a ton of comments by looking up your threads and groups based on your niche topic. Let’s say you’re in the personal development niche, for example. A quick query for “personal development” in Amazon Books turns up over 80,000 results for reviews and verbiage from yourtarget audience.

By: Cyn Meyer

Read more at: https://coschedule.com/

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Hallmark Business Connections

Differentiated customer experiences can’t be created without an emotionally intelligent approach on the part of the business. Rhonda Basler, Customer Engagement Director for Hallmark Business Connections, shares practical tips to foster empathy in frontline employees. To learn more, visit https://www.hallmarkbusinessconnectio….

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Building The Customer First Mindset

Agile is often thought of as a process when it’s really a mind-set (supported by processes, of course). Yes, it’s about testing and learning, and new ways of working, but at the heart of agile is the determination to provide the customer with something she or he wants or needs. That’s the point. Enshrining this principle across the business provides a consistent point of reference. But while almost every company will claim to be “customer first,” a closer look under the hood often reveals that internal efficiency or profit rather than customer need is the true driving force.

An agile mind-set starts from the premise that everyone is responsible for the customer, be it the CEO who determines the business strategy, the salesperson directly serving the customer, or the data scientist developing analytics platforms. You will only be able to embed agile ways of working once this becomes a core value, providing cohesion and purpose. This isn’t about doing your job better; it’s about serving the customer better.

The way a true customer-first ethos comes to life is through design—the process of integrating the customer point of view into all development.

This is much more than gathering insights or building elegant websites. It’s about building an adaptive learning process around the customer for everything the company does.

Getting design right is worth a lot. Companies in the top quartile of the McKinsey Design Index, which rates companies by how strong they are at design, outperformed peers in their sector in terms of growth by as much as two to one.

Here are two of the most important things the winning companies do:

1. They Make Huge Efforts To Know The Customer

A design approach requires solid customer insights to understand the real needs of potential users. Yet only around half the companies McKinsey surveyed conducted user research before generating their first design ideas or specifications.

One international pizza chain wanted to improve home delivery, a crowded market where consumers were already spoiled for choice. Data analysis revealed that one of the biggest drivers of customer satisfaction was how hot the delivered pizza was. This fact led the business to invest in “Intelligent Kitchen” technology, which determines when orders are baked based on the delivery address, driver availability, and current location, as well as road conditions to ensure the customer got a piping hot pizza. This approach grew overall sales 7 percent in the first  year, and more in the years following.

The best results come from constantly blending both quantitative and qualitative research. One top team invites customers to its regular monthly meeting solely to discuss the merits of its products and services.

And the CEO of one of the world’s largest banks spends a day a month with the bank’s clients and encourages all members of the C-suite to do the same.

2. They Continuously Improve With Customer Feedback

Continuous improvement is key to success for a digital transformation. This is the raw learning capability. You can see it in companies that foster a culture of sharing early prototypes with outsiders and discouraging excessive time spent on mock-ups or internal presentations. Despite the value of iteration, however, almost 60 percent of companies in our survey said they used prototypes only for internal-production testing, and even then, only late in the development process.

New technologies allow companies to uncover insights and test products in a dramatically faster way than traditional market research or focus groups. Digital marketing teams can convene online customer panels using video chats and watch as the panels test products and provide feedback in real time. One insurer created digital diaries to help identify customer pain points that would previously have gone undetected.

Similarly, digital companies can quickly A/B test new products and campaigns with thousands of customers in hours or days.

Agile Defined


Agile isn’t just a process. It’s a mind-set that puts customer objectives first. Team autonomy works best with guiding principles about what needs to be done and why.

Agile coaches are necessary to train people to learn new skills fast—leaders included.

Agile budgeting helps scale agile by quickly allocating money to projects.

Agile ways of working can’t take hold unless they are supported by stable processes.

Design thinking is the commitment to completely understanding your customer.

Contributed to BSI By: Arun Arora, Peter Dahlstrom, Klemens Hjartar, and Floria Wunderlich. Excerpted from their book Fast Times: How Digital Winners Set Direction, Learn, and Adapt (Amazon Publishing)

The Blake Project Can Help You Create A Brighter Competitive Future In The Jobs To Be Done Workshop

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Shep Hyken: Customer Service & CX Expert

Go to http://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken or to learn about customer service training. Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. They are taught the right answers to some difficult questions. This is what customer service training is all about. But… What happens when something happens that is outside of the parameters of the training your employees have received?

The Balance Between Your Personal & Work Life Is Simple To Be Successful At Work: Live

The Organization for Economic Cooperation and Development (OECD) conducted a study to determine which countries offered their workers the best balance between personal life and work life . The researchers considered a number of factors including average work hours , personal time, and number of working moms. In the end, the Netherlands took first place with a rating of 9.3 out of 10, while several countries in America ended up presenting a very bad rating.

Not being able to balance work and life can put your health at risk. In fact, many studies have shown that people who work long hours and do not have time for themselves have a 33 percent greater chance of having a heart attack, and a 13 percent greater risk of cardiovascular disease. Fortunately, there are many ways to balance your personal and business life to protect your health .

Put into practice the following tips that will change your life:

1. Get rid of unnecessary activities

Many entrepreneurs work longer hours than they should because they are wasting their time on unnecessary or low-value activities. Find out if this is your problem by recording every minute of your time for a few days. Then review what you wrote down and identify the activities that do not add value.

Eliminate distractions like checking social media or taking personal calls while you work. These activities may not take you more than a couple of minutes, but they add up. You should also analyze if you are wasting a lot of time on activities that someone else could do. For example, if you are wasting time going to the supermarket, maybe you could hire someone to do it or order the supermarket at home.

Getting the most out of every minute of the day is essential to find the balance between work and personal life. By cutting back on non-value-added activities like distractions and errands, you can work fewer hours and take care of your health.

2. Schedule social activities on a recurring basis

Studies have shown that having an active social life is important for health. People who isolate themselves from others increase their chances of dying sooner by fifty percent. But making time for social activities can be tricky, especially when you’re trying to grow a business. One way to overcome this is by scheduling recurring social activities with your closest friends.

For example, plan to have one dinner a month with a group of friends. Put this activity on your calendar, and now you can organize your work schedule around dinner, and not the other way around. This strategy is effective because it forces you to make time to disconnect and have fun with your friends. Think of this social activity as a meeting with an important client, something you can’t cancel regardless of how busy you are.

3. Learn healthy ways to cope with stress

Being an entrepreneur is stressful. No matter how many activities you cut off your list or how often you see your friends, you can’t escape stress. Chronic stress has a negative impact on your mind and body, which can lead to dangerous health conditions such as cardiovascular disease or high blood pressure. But this does not mean that living under stress will shorten your life expectancy. The key to finding a balance between work and health is learning to manage stress.

Get into the habit of taking a step back from stressful situations, just for a few moments to calm down and collect your thoughts. For example, let’s say a client sends you an email demanding something almost impossible. If you feel like your heart is racing and your blood is starting to spike everywhere, get up from the computer and take a walk, even through your office. If you can go for a walk, do it to calm the thoughts that were accumulating in your head. Going for a walk, even for a few minutes, reduces stress and brings clarity to the head.

Dr. Michael Galitzer, author and physician, recommends entrepreneurs to practice deep breathing to relieve stress. Put one hand on your stomach and one on your chest. Begin to breathe deeply from the abdomen to fill your lungs with air. As you slowly breathe in and out, focus on how your abdomen rises and falls. This will make you focus on something other than what is causing you stress and it will be easier to calm you down. Inhale for a count of four, hold the breath for another four seconds, and then exhale for a count of four. Using one of these methods to deal with stress can calm your mind so that you are better prepared to handle the situation that stressed you out.

As an entrepreneur, you are most likely not used to putting yourself first. But it is important to understand that doing so does not mean putting your business aside. By following these tips, you can find the perfect balance between your work and your health, and be more successful than ever in the business world.

By: Brendan M. Egan Founder & CEO of Simple SEO Group

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Practical Wisdom – Interesting Ideas

In today’s video, we are going to share with you, tips you can use to achieve a balanced life. Whether it’s your work, family or any other area in your life you need a balance in, these tips should help you achieve them. #Work&Living More Videos: 10 Legit Ways To Make Money And Passive Income Online – How To Make Money Online – https://www.youtube.com/watch?v=EAj0Z… 10 Signs You Were Born To Be Rich – https://www.youtube.com/watch?v=N0gtV… HOW THE RICH HIDE THEIR MONEY AND PAY NO TAX – https://www.youtube.com/watch?v=tXou5… 7 Types Of Income Of An Average Millionaire – How To Become Rich – https://www.youtube.com/watch?v=lPNN_… 10 Steps To Financial Freedom – How To Be Good With Money – https://www.youtube.com/watch?v=ihne3… References: http://bit.ly/2PHFMM8 Music: (Dreams) by Bensound.com Practical Wisdom – Interesting Ideas

Why Attitude Is More Important Than IQ

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When it comes to success, it’s easy to think that people blessed with brains are inevitably going to leave the rest of us in the dust. But new research from Stanford University will change your mind (and your attitude).

Psychologist Carol Dweck has spent her entire career studying attitude and performance, and her latest study shows that your attitude is a better predictor of your success than your IQ.

Dweck found that people’s core attitudes fall into one of two categories: a fixed mindset or a growth mindset.

With a fixed mindset, you believe you are who you are and you cannot change. This creates problems when you’re challenged because anything that appears to be more than you can handle is bound to make you feel hopeless and overwhelmed.

People with a growth mindset believe that they can improve with effort. They outperform those with a fixed mindset, even when they have a lower IQ, because they embrace challenges, treating them as opportunities to learn something new.

Common sense would suggest that having ability, like being smart, inspires confidence. It does, but only while the going is easy. The deciding factor in life is how you handle setbacks and challenges. People with a growth mindset welcome setbacks with open arms.

According to Dweck, success in life is all about how you deal with failure. She describes the approach to failure of people with the growth mindset this way,

“Failure is information—we label it failure, but it’s more like, ‘This didn’t work, and I’m a problem solver, so I’ll try something else.’”

Regardless of which side of the chart you fall on, you can make changes and develop a growth mindset. What follows are some strategies that will fine-tune your mindset and help you make certain it’s as growth oriented as possible.

Don’t stay helpless. We all hit moments when we feel helpless. The test is how we react to that feeling. We can either learn from it and move forward or let it drag us down. There are countless successful people who would have never made it if they had succumbed to feelings of helplessness: Walt Disney was fired from the Kansas City Star because he “lacked imagination and had no good ideas,” Oprah Winfrey was fired from her job as a TV anchor in Baltimore for being “too emotionally invested in her stories,” Henry Ford had two failed car companies prior to succeeding with Ford, and Steven Spielberg was rejected by USC’s Cinematic Arts School multiple times. Imagine what would have happened if any of these people had a fixed mindset. They would have succumbed to the rejection and given up hope. People with a growth mindset don’t feel helpless because they know that in order to be successful, you need to be willing to fail hard and then bounce right back.

Be passionate. Empowered people pursue their passions relentlessly. There’s always going to be someone who’s more naturally talented than you are, but what you lack in talent, you can make up for in passion. Empowered people’s passion is what drives their unrelenting pursuit of excellence. Warren Buffett recommends finding your truest passions using, what he calls, the 5/25 technique: Write down the 25 things that you care about the most. Then, cross out the bottom 20. The remaining 5 are your true passions. Everything else is merely a distraction.

Take action. It’s not that people with a growth mindset are able to overcome their fears because they are braver than the rest of us; it’s just that they know fear and anxiety are paralyzing emotions and that the best way to overcome this paralysis is to take action. People with a growth mindset are empowered, and empowered people know that there’s no such thing as a truly perfect moment to move forward. So why wait for one? Taking action turns all your worry and concern about failure into positive, focused energy.

Then go the extra mile (or two). Empowered people give it their all, even on their worst days. They’re always pushing themselves to go the extra mile. One of Bruce Lee’s pupils ran three miles every day with him. One day, they were about to hit the three-mile mark when Bruce said, “Let’s do two more.” His pupil was tired and said, “I’ll die if I run two more.” Bruce’s response? “Then do it.” His pupil became so angry that he finished the full five miles. Exhausted and furious, he confronted Bruce about his comment, and Bruce explained it this way: “Quit and you might as well be dead. If you always put limits on what you can do, physical or anything else, it’ll spread over into the rest of your life. It’ll spread into your work, into your morality, into your entire being. There are no limits. There are plateaus, but you must not stay there; you must go beyond them. If it kills you, it kills you. A man must constantly exceed his level.”

If you aren’t getting a little bit better each day, then you’re most likely getting a little worse—and what kind of life is that?

Expect results. People with a growth mindset know that they’re going to fail from time to time, but they never let that keep them from expecting results. Expecting results keeps you motivated and feeds the cycle of empowerment. After all, if you don’t think you’re going to succeed, then why bother?

Be flexible. Everyone encounters unanticipated adversity. People with an empowered, growth-oriented mindset embrace adversity as a means for improvement, as opposed to something that holds them back. When an unexpected situation challenges an empowered person, they flex until they get results.

Don’t complain when things don’t go your way. Complaining is an obvious sign of a fixed mindset. A growth mindset looks for opportunity in everything, so there’s no room for complaints.

Bringing It All Together

By keeping track of how you respond to the little things, you can work every day to keep yourself on the right side of the chart above.

Do you have a growth mindset? Please share your thoughts in the comments section below as I learn just as much from you as you do from me.

Follow me on Twitter or LinkedIn. Check out my website or some of my other work here.

I am the author of the best-selling book Emotional Intelligence 2.0 and the cofounder of TalentSmart, a consultancy that serves more than 75% of Fortune 500 companies and is the world’s leading provider of emotional intelligence tests and training (www.TalentSmart.com). My books have been translated into 25 languages and are available in more than 150 countries. I’ve written for, or been covered by, Newsweek, BusinessWeek, Fortune, Forbes, Fast Company, Inc., USA Today, The Wall Street Journal, The Washington Post, and The Harvard Business Review. I’m a world-renowned expert in emotional intelligence who speaks regularly in corporate and public settings. Example engagements include Intel, Coca-Cola, Microsoft, Fortune Brands, the Fortune Growth Summit, The Conference Board: Learning from Legends, and Excellence in Government. I hold a dual Ph.D. in clinical and industrial-organizational psychology. I received my bachelor of science in clinical psychology from the University of California – San Diego.

Source: Why Attitude Is More Important Than IQ

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