Posts Tagged ‘leadership’

I’ve just finished reading, “Rules to Break and Laws to Follow: How Your Business Can Beat the Crisis of Short-termism,” by Martha Rogers and Don Peppers--two of my favorite authors. I absolutely loved this book. These authors speak my language--the language of true business innovation. The subtitle of the book speaks about breaking out of short-term thinking. The book explains

Today I came across research about employee engagement in America. I’d seen this research before – it’s from January 2006 but you can be sure it is still valid and applicable. I bring this up because your employees are what deliver an amazing customer experience or a lousy one. You should read the link above to find out more about the 3 types of

In some recent conversations I was reminded of the important nature of employee relationships and employee retention. I can't overstate that employees are the foundation of your business and your success. You get business growth and happy customers because of the efforts of your employees. Treat them accordingly. Especially front-end employees, they make or break your business on a moment-by-moment basis. If you don't

Today I saw an article in the NYTimes about how Dell's decline in service is affecting their bottom line. This is an obvious equation to me - you can't offer bad service with a decent product and expect to grow. That just doesn't cut it in today's competitive environment. After the ridiculously bad experience I had with Dell earlier this year (see my old blog

I just finished reading "The Likeability Factor" by Tim Sanders. I like his other book, "Love is the Killer App" better but this one had some good ideas that can be applied to customer and employee relationships. Here are few ideas I wanted to share with you. " If you stop to think about the greatest work you've ever done, you'll probably realize you didn't