Latest articles tagged Management

Financial innovation is often blamed for having landed the global economy in a mess, but it has also been said that innovation will get us out of the present downturn. Still, companies can be forgiven for feeling that spending time and money thinking about the "next big thing" is a frivolous exercise. After all, every dollar counts these days, a... - More

Early in my career, while working as a young manager for a luxury hotel chain, there was one subject that I recall inspiring universal dread for staff and managers alike. Standards. - More

Nothing like a world-wide recession to expose our Brand vulnerabilities. Our advantages have been shed, slashed and even trashed. Everything has been discounted to leverage some type of parity and attractiveness. - More

For a business, losing a customer can feel a little like getting dumped. Questions linger: What did I do wrong? What does that other business have that I don't? How can I ever compete in such a cutthroat market? Well, maybe you do have too many competitors. Maybe there is something you need to improve. Or maybe the customer simply has personal p... - More

Leadership is at the core of all important human endeavors whether commercial or social, political or humanitarian, scientific or artistic. And it is a role that should not be stepped into lightly. People will count on you. - More

This is the story of a runaway cat that helped me make a point in a customer service seminar I was presenting to a client company. We were talking about how easy it is to make false assumptions and how they can lead you astray when you're supporting customers. - More

We continue to bemoan the obvious - the decline of Service and the devaluation of Product. We are what we say we are. Our Brand is verified by our Consumer, based upon how we delivered on the expectation(s). Their Experience is impacted by what they feel, how all their senses interacted, and how their perceptions turned into reality - the valida... - More

Learn why 81 percent of executives view approaches such as knowledge management and collaboration as the main drivers for increased productivity, enhanced performance and rapid innovation. - More

Follow these 10 steps to help ensure that your CRM implementation is a success, from the planning stages to post-deployment improvements. - More

Business Week magazine in a recent article called Consumer Trust the most perishable of assets. Given the assault on our various Brands and our inability or choice not to respond to this market dynamic, we find ourselves at a loss of credibility in the public eye. We've pretty well shot ourselves in the foot, limping along with the projected e... - More