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2 New Business Challenges

Covid-19 will introduce a host of new business challenges.  Among those challenges, companies will have to grapple with the idea that “value” has changed and that customer relationships will change.  What’s different now? The “value threshold” has changed.  In a

Andrew McFarland 21 June 202018 June 2020 Necessary for Success Read more

Why it’s so hard for Companies to Treat Employees Like Assets

Why it’s so hard for Companies to Treat Employees Like Assets

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

Andrew McFarland 22 October 201211 October 2019 Culture, Leadership Read more

Fundamentals for the Greatest Possible ROI

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

Andrew McFarland 6 September 20112 August 2011 Customer Service, Leadership Read more

Walmart’s Customer Service Renaissance

It is difficult to argue that Walmart offers ideal customer service (Forrester’s 2011 Customer Experience Index report rated Walmart near the bottom of 30 retail stores).  Nonetheless, Walmart is leading a customer service renaissance through its sustainability initiative. How?  Walmart

Andrew McFarland 1 February 201126 January 2011 Customer Service, When to Deliver Customer Service Read more

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