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Business

Leadership GPS 3: Leadership and the Written Word

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Whether it be a letter or an e-mail, leaders have to be effective in their written communications just as in any other forms of communication. But how important is the written word in the leadership realm, and what should those leaders not as effective in writing do to improve? Alan and Tony Jackson discuss written communications in this month's episode of Leadership GPS. Read More »

Stepping Up Service 2: Who Needs Customer Service?

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Alan Jackson (The Jackson Group, The MESH) and Ed Gagnon (Customer Service Solutions) discuss the need for customer service in today's business world and the three groups most impacted by good customer service and why. Alan and Ed also share their "Customer Service Example of the Month", with Ed providing a "good" example and Alan bringing up the "bad" one that turns into more of a rant. Read More »

CAHPS Cast #1: CAHPS Primer

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To start off this new show on The MESH, co-hosts Alan Jackson and Janette Jones with The Jackson Group explain what the CAHPS process is and how healthcare organizations are responding to this national patient experience survey. This episode serves as a good "primer" on the CAHPS process, discussing the history, basics of, and general reactions to the CMS regulated survey. Read More »

Leadership GPS 2: The Abnormal Side of Leadership

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Alan and Tony welcome you back to the second episode of "Leadership GPS"! This month, the Jackson boys talk about how, despite the fact that anyone can do leader-like things, to become a good leader some people have to learn and do things that are very unnatural for them. Case in point: public speaking, presentations, and being the public face for an organization. Alan and Tony discuss the challenges a natural introvert can face when acting as a leader and provide examples of well-known leaders that have risen to the challenge (as well as some that are still struggling). Read More »

Stepping Up Service 1: Getting Started!

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Alan Jackson (The Jackson Group, The MESH) and Ed Gagnon (Customer Service Solutions) sit down to record the first episode of their new series, "Stepping Up Service". This first episodes talks about Ed's background in customer service, what inspired him to help businesses in this area, and what "customer service" should truly mean to any organization. Plus, Alan and Ed both share some recent customer service stories — one positive and one negative. Read More »

Leadership GPS 1: Getting Started

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Alan and Tony Jackson start the show off, on its first episode, with a little personal background, thoughts on how leadership has evolved over the years, and their hopes for future episodes. Read More »