It’s a Different Marketplace
The former CEO of Best Buy, Hubert Joly, made a recent comment that everyone in business should heed: “Status quo is not an option.” As reported by Fortune, Joly said the pandemic presented all businesses with, “a health crisis, an economic crisis, a societal crisis,...
How your good intentions make your customers less loyal
There probably is not one single entrepreneur or leader of a large enterprise who would suggest they would want their customers to become less loyal to the business. Yet, even with good intentions, that’s exactly what they are creating. You may...
How you and your colleagues interact with customers, clients and prospects
I hear companies testify they are “customer-centric” or “customer-focused.” Yet, when I ask them if their customers – and how they will be impacted – are at the core of every decision they make, the subtle response is, “You gotta be kidding, right?” Instead, our...
Sustainability means people first
IBM just released an interesting study that surveyed 14,000 people in nine countries. It revealed that more than 70% of people are now more likely to work for – or continue their employment with – a company with a good record or reputation on the environment. It also...
Needed: simple human kindness and consideration…
Somewhere along the way, we seem to have lost the perspective that what we do impacts the lives of others. It seems we live in a time of character assassination for mere sport. Anonymous online haters who don’t know the facts – or don’t care – irresponsibly attack...
Really TRYING to make you happy…
The level of customer service — not to mention the even higher standard of the customer experience — is genuinely, consistently pretty awful. Especially during these challenging times, managers believe they can save X% by cutting back staff and reducing service. Guess...