From Scott McKain: Customer service is bad at most places, because evidently that is what CEO’s and managers want. What other reason could there be for them to accept such miserable performance? Most care more about selling than serving. We know that when sales decline, companies will buy ads, offer new [...]
I saw the movie Lucy this weekend. If you like a good sci-fi action movie combination put this one on your list. It isn’t amazing, but it will make you think. At one point, Lucy (played by Scarlett Johansson) shows a group of researchers that an image can be sped [...]
Random acts of wow are wonderful. Do them. But that’s not where you’ll win or lose the game. Don’t think that some once-a-year special thing that you do ever takes the place of being the best at what matters most consistently.
Another month, and another weaker than expected jobs report. So what’s up with the economy? Welcome to the new normal: Unemployment that is higher than anything we can remember in decades. Scores jobs are available due to a lack of skilled workers. Slow growth that feels like a recession even though technically it isn’t, and most of all, uncertainty.
Right now – as you are reading this sentence – 70 percent of your staff are alienating your customers, keeping you from achieving your goals, or costing your company money that could be used for more productive uses. Scary, huh?
Donald Trump commented that President Obama needs to spend less time on the basketball court and more time fixing the economy. All the protests you would expect followed along with calls from all sides that we need to change the culture of racism perpetuated through the use of stereotypes and assumptions. It turns out that there are a multitude of culture problems.
Why do certain companies, brands, and even people stand out in a world where everyone is basically saying and doing the same things? For the most part, we all get it wrong. We focus on the tools – like marketing campaigns, social media, and advertising – and ignore the goal – to make customers want to do business with us. Here are three things you can do to define and deliver an experience that sets you apart:
I published a piece titled “Stupid Has Its Own Momentum” in November 2010. Since then, examples of stupid having its own momentum. have continued ... and continued ... and continued. Stupid maintains its own momentum because there are incentives to do so. Here are three powerful rewards to stay stupid:
Southwest Airlines faced a dilemma early in its operation—a cash shortage was forcing it to sell one of its four airplanes. The implications are obvious—selling the airplane generates cash for operations and cuts capacity to generate future revenue. Government leaders are facing their version of this challenge in budget meetings across the country. Should we raise taxes and fees in a difficult economy, or do we cut services at a time when they may be needed most?
Every crisis presents us with an opportunity to lead or shirk from service. It either paralyzes us from moving forward, or it pushes us to take action. Here are five actions you can take to lead your organization or team through tough times: