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Management

  • Online Customer Service

    Online Customer Service

    How often are you disappointed by poor service?  For most people, the answer is too often. The reasons for poor customer service range from poor hiring, ineffective (or invisible) training, poor attitude, and inadequate resourcing.  Most customers don't really care why - they'll vote with their feet and leave.  They [More]

  • Generation Gap

    Generation Gap

    Look around: who are the Digital go-to people in your office?  Look around again, and identify the people with the strongest business acumen.  In almost all organizations, the first group is younger, with-it hipsters, while the second group is typically much older.  Getting these groups on the same page can [More]

  • Social Media Measurement

    Social Media Measurement

    How do you know if you are successful using Social Media?  While the answer a few years ago may have been it's so experimental, we'll have to see, the answer from some today is similarly dissatisfying:  Social Media ROI is comparable to computing the ROI of a telephone. We can [More]

  • Social Media Carrot and Stick

    Social Media Carrot and Stick

    While corporations are trying to figure out how to use the Social Media carrot to entice their customers to buy, their customers are using a powerful Social Media stick when it comes to expressing their disappointment and dissatisfaction. In the olden days, corporate policy may have been the customer is [More]

  • Three lessons from the Facebook prospectus

    Three lessons from the Facebook prospectus

    If you're reading this, the chances that you are on Facebook are relatively high. And sadly, the chances that you personally will duplicate Mark Zuckerberg's business success are relatively low. Very few of us will take our companies public, let along profit so handsomely during our careers. What we can [More]

  • Viewpoint: Planning for an Uncertain Future

    Viewpoint: Planning for an Uncertain Future

    In 1997 there was no Google. In 2002 there was no Facebook. There was no Twitter in 2004, TikTok in 2015, and Alexa only made it's debut in 2014. There is no indication that the pace of innovation will slow, so how can you plan for the future when the [More]

  • Reading beyond the lines, part two

    Reading beyond the lines, part two

    Have you ever thought about how to become more creative?  One way is to expose yourself to ideas just beyond "the usual": ideas that challenge you to think differently, or expose you to experiences that are well beyond your immediate knowledge.  With so much available on the web, it is [More]

  • Backwards Thinking

    Backwards Thinking

    How often do you crack open the instruction manual for the new TV, car, or piece of software? If you're like most, the answer is never. Reading through an endless list of functions is both irrelevant, and incredibly dull. In other words, a colossal waste of time. Why then, when [More]

  • Innovation and the Connected Generation

    Innovation and the Connected Generation

    There is nothing as humorous - or sad - as outdated laws. Every jurisdiction has them: No cow or sheep grazing in public gardens All businesses must provide rails to tie up horses No walking backward while eating chestnuts Unfortunately, many organizations face a similar problem: rules and regulations that [More]

  • The Authentic Me

    The Authentic Me

    Have you ever listened to a presentation and thought it sounded fake?  Or met someone for the first time, and thought they were different in person when compared to their emails? Too often, we think that we need to be different people to different audiences:  the stern parent, the loving [More]

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