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People: Your Most Expensive Stranded Asset?

People: Your Most Expensive Stranded Asset?

I had to laugh at a recent HBR blog post titled “People Are Not Your Greatest Asset”.  “Your Baby Is Ugly” would have raised fewer hackles in popular business circles. Rest assured that people are the engine that powers a

Andrew McFarland 27 December 201126 July 2018 Culture, Leadership 1 Comment Read more

Outrunning the Competition

Barely a year beyond one of the worst economic slowdowns in recent history I was struck by the familiar disclaimer “past performance doesn’t guarantee future results.”  This statement is as true for fund managers as it is for customer service

Andrew McFarland 16 March 20104 February 2014 Customer Service, How to Deliver Customer Service 2 Comments Read more

Increasing Employee Engagement

Customer satisfaction is impacted by so many elements that it can be difficult to decide what to work on first.  A recent BusinessWeek article suggested that the fastest way to increased productivity and profitability was to improve employee engagement.  While

Andrew McFarland 5 October 200928 July 2017 Influential Factors - Helpful, Necessary for Success No Comments Read more

Road Rage and Customer Service

Road rage and customer service in America are quite similar.  One reason customer service stinks is that companies don’t know their customers.  How could they?  Most customer service is delivered via phone, email, or a chat window.  Most American service

Andrew McFarland 29 September 20098 April 2010 How to Deliver Customer Service 2 Comments Read more
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