Hired to transform a company? The odds are against you A recent McKinsey global survey found that only 26% of executives they questioned considered their efforts to address specific performance problems and to sustain that… Read more »
Archives for April 2021
Your business is already in trouble, you just haven’t noticed it yet
It’s always astonishing in hindsight, looking at a business that got itself into deep, dark, trouble, how many warning signs there were. ‘Tis the season, it seems for the retail apocalypse to shutter once-beloved brands… Read more »
The better your automated customer service options, the worse your customer service experience
The unintended consequence of so much high-quality customer service automation is that by the time your customers get to a real person, they are already enraged and their problems are mercilessly complicated. Yes, customer service… Read more »
Think you Know Who Your Competition Is? Think Again!
In a world where we’re going from industries to arenas, how you define the competitive playing field can either give you an edge or set you back. If you believe the strategy textbooks, you would… Read more »