Mohammad T Islam (BSc, MBA, MEd)

Customer satisfaction refers to the process of understanding, meeting, and ideally exceeding customer expectations to ensure they are content with the products, services, or experiences provided (Kotler & Armstrong, 2018). …

Customer service is a critical component of organisational success, encompassing strategies, skills, and practices designed to understand and meet the evolving needs of customers. It involves building meaningful relationships, enhancing …

Marketing is a multifaceted discipline concerned with the processes of creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large (Kotler & Armstrong, …

Strategic management is a systematic process that involves the formulation, implementation, and evaluation of actions and initiatives aimed at achieving an organisation’s long-term objectives (David, 2021). By aligning an organisation’s …

Powerful Strategies to Build Trust with Employees Building trust in the workplace is a fundamental leadership priority and a critical driver of organisational success. Trust influences employee engagement, innovation, commitment, …

Feedback plays a central role in organisational development, talent growth, and leadership effectiveness. Among the most widely adopted frameworks for feedback is the SBI feedback model, developed by the Centre …

Feedback is a critical component of learning, performance improvement, and workplace communication. Among the many feedback models available, the Sandwich Method, sometimes called the sandwiched feedback approach, has been one …

Entrepreneurship is a multidimensional field that plays a vital role in fostering economic growth, technological progress, and social transformation. At its core, entrepreneurship refers to the recognition, evaluation, and exploitation …

Change management refers to the structured process of preparing, equipping, and supporting individuals and organisations to adopt new processes, technologies, and behaviours successfully (Cameron & Green, 2015). In an era …

In the realm of human interaction, “being nice” and “being kind” are terms often used interchangeably. At a glance, both imply politeness, goodwill, and positive regard for others. However, beneath …