Just back from a trip with a new dose of customer service frustration. I am reminded of the book by Ted Cohn, Why are you making it so hard for me to give you my money? His point isn’t that companies don’t want your money—they just don’t want to serve you to get it. No more [...]
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consumer value
This is not a news flash. We have always known that change is not a luxury of choice. Yet, we have never been in the position we are now––facing so much change all at once and at such a rapid pace. We are surrounded by it… technology, health care treatment (not insurance, an entirely different [...]
The question many corporate executives are debating, especially those in charge of guiding their companies direction, is “Is there a new normal”? The short answer is yes…and no. Let me explain.
We have gone through a number of economic crisis and shifts in this century–the depression, the post war boom, the silicone valley boom and bust, [...]