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
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
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
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