Sometimes in life, business and sports, intangibles make all of the difference. I recently stumbled upon a New York Times story about Peyton Manning (who is on my greatest quarterback pedestal along with of course, my NFL hero, Tom Brady) and Ryan Leaf. You may remember that Manning and Leaf were drafted as the 1-2 picks in the 1998 NFL draft. Manning went on to win two Super Bowl rings and achieve legendary feats, and Leaf…is now serving a sentence for breaking into a house looking for painkillers.

What ultimately was the difference between Manning and Leaf? I say that character made all of the difference—the internal intangibles that drove them as athletes and men. These intangibles meant the difference between true greatness, and utter failure.

Pam Hendrickson Blog - My Top 10 Secrets to Make Your Product Creation Process Easier, Faster and More Effective

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When it comes to making your customers happy, it really comes down to one thing: Honesty.

According to a study by PR firm Cohn & Wolfe, the most important behavior that customers would like to see from brands is “communicating honestly about products and services.”

That’s it. So simple yet sometimes brands get it so wrong (see Volkswagen, FIFA, BP).

Pam Hendrickson Blog - What’s Your Trust Score with Customers?

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If you know me, you know how much I love e-learning (online training)—not just because I have a passion for it—but because it gets results:

  • The Research Institute of America found that e-learning increases retention rates 25 percent to 60 percent v. 8 percent to 10 percent retention rates for face-to-face training.

  • IBM found that participants learned nearly five times more material (without increasing time spent in training) when they held an e-learning program.

  • E-learning typically requires 40 percent to 60 percent less time for the individual than learning the same material in a traditional classroom setting, according to a Brandon-Hall Study.

Pam Hendrickson Blog - Course Creation Hack: 5 Elements of Successful Course Design

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