Customer Service vs Company Service – Part 1
Have you ever been in a situation where the service interaction is just the way you wanted it? The company follows up on your requests and makes the transaction go smoothly. Even if there is a problem, they apologize and remedy the issue immediately. Those type of occurrences are what I define as true customer […]
Culture Still Matters Just Ask Kevin Durant
Athletes usually go where they can make the most $$$’s. They desire to be the star and do not put much emphasis on sharing credit. I found it fascinating when Kevin Durant turned down more money from Oklahoma City to go to the Golden State Warriors. He would not be the top dog at Golden […]
Sharing Leads to Victory-Just Ask the Cleveland Cavaliers
It has been over 51 years since the city of Cleveland celebrated a professional sports championship! Now, the streak of futility has ended….finally!!! When one examines what led to the championship, the key element that comes before all others is the concept of teamwork. Putting individual goals second makes the primary objective helping everyone succeed […]
Small Data is Really Big
Everyone today is centered around big data. Analysis is based on more and more information. The thinking is the more information you have the better your ability to make the correct decision. More is better and the larger the sample size, the greater likelihood the decision is correct. This type of approach seems acceptable […]
Never Forget to Celebrate Success
I work with several companies who have had much good fortune. Their growth is a cause for celebration. However, sometimes they just act as if the next goal is what is important, and forget what they just accomplished. They never slow down or stop to smell the roses. After all they say, there is too […]
What’s Your Personality
It’s easy to describe a person’s personality. They are smart, outgoing, active, and kind. These are just a few qualities that make up a person’s being. Why then is it so hard for a company to define its personality? I have found that a business’s way of thinking gets in the way. I hear we […]
The Harmony of Success
Is it a big deal if you are not consistent in every way? Let’s remember that your customer can see you 24/7. Everything you do matters! From answering the phone, to your website, to your contracts, to delivering your product or service. Now what happens if you are not 100% consistent? Would you trust someone […]
I’d Rather Switch than Fight!
Consumers are changing service providers at record rates. Whether it is TV, phone, banks, wireless or internet carriers; people are changing. The interesting part of the story is 80% of those who decided to switch said the original provider could have done something to keep them. The frustrating part for the consumer is it appears […]
An Entrepreneurial Mindset
The world has changed and with it has come the growth of entrepreneurship. People are thinking differently. They are looking for ways to come up with new ideas and opportunities to build a business. Yesterday, the only type of person who would start a company would be someone who was wealthy or had a unique […]
The New Pyramid: Shake Shack
Shake Shack is everywhere. They have grown into markets around the world. Danny Meyer the man behind the business has a unique philosophy. He calls it the “ philosophy of enlightened hospitality” It goes something like this. “ First create a welcoming atmosphere for employees, then for customers and then for the outside community, including […]
Merger Mania Makes Chemistry Critical
As business evolves so does your company’s goals and objectives. Consolidation can be forced by regulation. Growth can lead to acquisitions to fill a need in a more expedited fashion. Merger mania can create synergy between two entities. No matter what way your company changes or what combination your business explores, getting the chemistry correct […]
The Success From Joy
Happiness is an overlooked quality. I remember when I was evaluating which airline to fly from Chicago to Dallas, I pondered about which airline would be more fun. I needed to be in a good mood for an interview. I thought about the airlines mantra. “ Hire for attitude train for aptitude”. I remember the […]