Margaret Reynolds When do companies start to care about Customer Service? When they have to. That may sound cynical but let’s face it; customer service is an expense and a challenge. Industries where it doesn’t play much of a role don’t want or need to grapple with its complexities. Banking used to be that way—it is such …
Lessons Learned from Big Brands Two strong brands, Under Armour and Twitter. They both want business growth. One is going about it the right way and one is heading for trouble. Do you know which is which? Here are a few clues: Business growth at Twitter is being measured by user-growth and by sales at …
What does exceptional customer service look like? Many businesses claim to have exceptional customer service but in reality, few do anything substantially different than their competitors. Being nice to customers isn’t enough. Saying please and thank you, while a good start, isn’t different enough to get noticed. One of my favorite companies, ADS Security, a …
Economic Forecasts, common this time of year, are usually boring to me; but a necessary evil as we try to plan for long term success. One of my favorite economists to listen to, because he is both entertaining and accurate, is Alan Beaulieu, President of ITR Economics. Recently I heard him speak at an ACG …
The new year is a time to embrace what is to come as well as learn from what has been. As we review 2014 in preparation for 2015, here are the top rated blogs from our community. If you missed them the first time or just want a refresher, please check them out and feel …
“If you’re not capable to maintain and refresh desire, why are you there?” That throw-down came from Jan Rok Achard, a circus consultant, when asked about Cirque du Soleil’s revised strategy. But it is a good question for all leaders to ask and answer about their business. Have we let the business get stale? Have we …
Bitcoin… If you ask “what is that?”, you aren’t alone. I didn’t know either until this week. But I should have. Bitcoin was launched in 2009 as an online currency that isn’t backed by a central bank or government. It is “created on computers; bought, sold and traded on exchanges; and stored in virtual wallets” …
If you are a CEO or leader of a division in today’s world, you probably take issue with that statement. And I don’t blame you. You have year-end coming up and your hustling to make the numbers. You are struggling to find the right people to fill essential jobs. You can’t believe the pace of …
I am an avid reader. I love to learn. Chances are you do too. I think everyone in our tribe would call themselves a life-long learner with perhaps more than a little pride. It wasn’t until I started writing the introduction to my book and examining my hopes for the reader that I realized that …
As a Vistage speaker I come across some very interesting businesses and leaders. Recently, I met with a group in Dallas and was introduced to Ed Portier, President of W B Kibler Construction, a privately held construction company that builds churches, schools and shopping centers. As a senior leader, Ed has been around the block a …
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