Profitable Growth through High-Value Customer Experiences
One of the most over-used but under-realized clichés is to treat employees like assets. In a paper titled “From Capability to Profitability: Realizing the Value of People Management” the Boston Consulting Group concludes that companies “must regard their human capital
Once again American Express has released its Customer Service Barometer (2012 version, 2014 version). Once again, the findings aren’t pretty (see below): Companies consistently miss expectations and are getting steadily worse – 31% in 2012 versus 26% two years earlier.
An uncontroversial definition says that a company’s purpose is to generate wealth for shareholders. But shareholders would actually prefer the greatest possible ROI. Organizations that develop teams and processes that focus on customers thrive in the face of various economic
Ambition is great. Having it can help people set lofty goals which they might not otherwise achieve. As NASA winds down the space shuttle program the world loses the urgency of Kennedy’s commitment to exploration and seemingly insurmountable goals. That