Thought leadership is ever-present. Ancient Greek philosopher Aristotle provided enduring thought leadership when he uttered, “Moderation in all things.” While upsides to well-conceived thought leadership include brand-building, increased profits and the feeling of satisfaction and empowerment that comes with helping build a better world through “expert advice,” there can be downsides as well. It’s kinda […]
A recent New York Times article describes a decided priority shift in the corporation thought leadership arena, proclaiming, “Shareholder Value Is No Longer Everything, Top C.E.O.s Say…Chief executives from the Business Roundtable, including the leaders of Apple and JPMorgan Chase, argued that companies must also invest in employees and deliver value to customers.” This will […]
Two-for-one is typically a great return on investment. Well-written, well-conceived thought leadership content—articles, blogposts, whitepapers, ebooks, presentations, videos and the like—offers value to customers/clients and readers/viewers/listeners, and can help the thought leader get more business. Here’s how it can serve dual purposes: Thought leadership, both addressing personal and professional topics, can help establish the author […]
I had a quasi-epiphany about Amazon’s over-promising and over-delivering policy this week—due in large part to a challenge I faced. It’s so simple and so basic. And we need to go back to it in the world of ever-faster everything. You want it fast: pay for the privilege. Not so much that it becomes prohibitive […]
A recent article in the New York Post details the harrowing routine that Amazon warehouse workers maintain. It’s a case of technology capabilities and monitoring that tracks steps, bathroom breaks, and more. In the end, some workers wear down as a result of all the scrutiny and automated competition. It’s not just happening at Amazon. […]
A little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive and negative experience—and a corresponding thumbs-up or thumbs-down review. When it comes to customer service, those little details can make or break a company. “It’s the little details that are vital. Little things make big things […]
The “butterfly effect” holds that a seemingly insignificant, small occurrence like the flapping of a butterfly’s wings can ultimately impact weather halfway around the world. Americanscientist.org states it this way: “The concept referred to as the butterfly effect has been embraced by popular culture, where the term is often used to emphasize the outsize significance of minute […]
Legendary basketball player and coach John Wooden said, “It’s the little details that are vital. Little things make big things happen.” When it comes to customer service, those little details can make or break a company. That little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive […]
Companies getting 9 out of 10 customer service enhancement efforts right often learn that it’s the one that goes wrong that gets most remembered and reported. A Forbes.com article by Micah Solomon entitled, “5 Customer Service Mistakes Even The Experts Make,” notes, “Blind spots can sabotage the thinking of even the most well-versed and experienced […]
What happens when a company wants to change its dubious customer service experience? Smaller companies can effect sweeping changes relatively quickly, given scale of the operation and general ability to be nimble. Large companies face much more complex and costly challenges because, generally speaking, they are unable to change on a dime. Let’s look at […]
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