On April 19, 2011
How American Express Transformed Its Call Centers
[This post is part of Creating a Customer-Centered Organization.]
In the not-so-distant past, it was standard practice in customer service to hire only those candidates who knew how to follow scripts, were familiar with the necessary technology, and…
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On April 19, 2011
How Big U.S. Companies Are Pulling Up Stakes and Moving Abroad
Since 2000, big American companies have significantly reduced their domestic work forces while boosting employment abroad. Is the answer to cut corporate taxes?
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On April 19, 2011
How Pepsi Lost Its Facebook War With Coke
Coca-Cola's Facebook dominance -- it has seven times the number of Facebook fans than Pepsi -- comes despite a concerted social media effort from the marketers at PepsiCo.
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On April 19, 2011
Feds to Expand Airline Passenger Rights
The U.S. Department of Transportation is about to release new rules that the airlines will probably hate. But they will be good for travelers.
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On April 19, 2011
3 Ways to Boost Your Consulting Business
Selling is hard enough when you're talking about tangible goods. When you're selling consulting, it's even tougher. Use these tips to ground your technique and ensure that you'll close the deal.
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On April 19, 2011
The Right Response Is Not Always Instant
A few months ago, a former client called me in a panic: Her CFO wanted to start several process simplification projects immediately — and she needed a proposal to review with him the next day.
Straight…
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On April 19, 2011
DoJ’s Net Gambling Crackdown Has Poker Sites Seeing Red
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On April 19, 2011
Bold Innovation
The pursuit of "WOW" means that Innovation must not be a department, it must be a principle that permeates the whole of an organization and the people who work for it. Read what Shaun Smith and Andy Milligan, authors of
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On April 19, 2011
How to Use Direct Mail to Promote Your Website
Once you put up a website, you have two problems. First, you have to get people to your site. Second, you have to convert them from Internet surfers to Internet buyers. Direct mail lets you tackle both of those problems
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On April 19, 2011
A Conversation with Brian Tracy
Brian Tracy's latest book, Full Engagement, focuses on the need of today's businesses to do more with fewer resources. This conversation with Brian Tracy discusses how businesses can accomplish that end.
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