Bankers sometimes have a hard time understanding why their industry has satisfaction ratings right down there with utilities, cell carriers and bankrupt airlines. Maybe it’s because they sometimes have more in common with these business models than they would really care to admit. Companies and industries that score poorly in customer satisfaction tend to treat […]
Even though some of the business decisions that Netflix management has made recently have not been well received, I still think that many of the firm’s cultural attributes are worth studying. As Netflix is back in the news again with a new DVD plan, I thought of CEO Reed Hastings’ words in a 2009 slide presentation: […]
Reposted from: Leading Blog: A Leadership Blog: Nine Reasons Managers Struggle. I will have to check my network, it sounds like we may have worked with some of the same people… If I could add a tenth reason, I would suggest: They are on an endless quest for the ‘holy grail’. They spend an inordinate amount of […]
Digital analyst and author Brian Solis: “Engagement is not a campaign, it’s a continuum where technology is merely an enabler for a greater vision, mission, and purpose.” Amen! via Why User Experience Is Critical To Customer Relationships | Fast Company.
Banks are in the business of taking and managing risks. Get that wrong and you go out of business, and there are many recent examples. I have sometimes worked with advisors who view loans as just another product to sell. This type of advisor also tends to view anyone in the credit underwriting and approval […]
It’s Valentine’s Day– have you told your clients lately how much you love them? Yes, it’s already February the 14th, and you know what that means. Gentlemen, it’s the day to leave the office early to pick up some cellophane-wrapped flowers from the grocery store and grumble about the picked-over selection of torn cards and […]
45% of tablets in the workplace are used for customer presentations and 1 in 3 consumers will be using a tablet by 2015.