An Interview with a CEO You Might Want to Work For
Have you ever worked for an organization where you doubted the leadership capability of your CEO, managing director, division president, or agency head?
The No. 1 Enemy of Customer Experience Transformation
Unless you recognize and address the no. 1 enemy head-on, your transformation will result in lukewarm impact and reduce the appetite for more.
CPM Whack-a-Mole
There is a game that used to be popular in arcades called “Whack-a-mole”. The game was pretty simple in concept, you have an enormous (soft) hammer, and there are 7 or 8 moles (small rodents) that popped up one at a time and you had to hit them. As you hit one, another popped up. So you never actually solved your fake rodent problem - as soon as you solved the one, another popped up.
How Not to Lose Your Way: Understanding the 3 Stages of Continuous Improvement
I recently ran a web search for the phrase “Continuous Improvement” just to see what the results look like. As one might expect, the results page contained web sites dedicated to one or more traditional continuous improvement methodologies (Lean, Six Sigma, TQM, etc.) along with links to various books, workshops, seminars and conferences dedicated to the topic.
Why We Like Shiny New Toys
I recently presented at an analytics conference where a speaker in one of the customer marketing tracks said something that stimulated my thinking. He said, “Just because something is shiny and new or is now the ‘in’ thing, it doesn’t mean it works for everyone.” His statement got me thinking about some of the new…
The Good, The Bad and The Ugly Of Enterprise BI
Unified information architecture, data governance, and standard enterprise BI platforms are all but a journey via a long and winding road. Even if one deploys the “latest and greatest” BI tools and best practices, the organization may not be getting any closer to the light at the end of the tunnel because:
Customers AREN’T Equal; Why Treat Them Like They Are??
Not all the customers treat your business equally; therefore you need to focus on listening to voice of those customers that are the most valuable for your business.
A Holistic View of Product Quality
While managing quality within the four walls of your own operation is all well and good and totally necessary, both the market and your bottom line are demanding a more holistic, quality lifecycle approach…
Accounting for Point of Sale
There are a lot of solutions available to help retail businesses get business done. From touch screen technology to mobile credit card and payment processing, retailers have many choices when it comes to selecting the right technology for the business. But even the best point of sale system can lack the critical element that makes…
Realtor Commissions: A Lesson in Incentive Compensation
The standard realtor commission structure doesn’t motivate the realtor to do his or her best for you. As you read this post and my suggested improvement, think about how this situation relates to the incentive compensation plans in your own enterprise, and why incentive compensation is such a delicate art.