Author Archives
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Want More Customers? Stop Controlling the Conversation
Customers want what they want, when they want it and the way they want it. Companies are spending too much time trying to dictate the path customers must follow to access products and services. Even more remarkable is the fact… Read More ›
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Come on Rutgers! – I Want My Tuition Back
No room for abuse or homophobic slurs period, end of story. A potential basketball win should not require a school to sacrifice a message of tolerance and inclusion in all that it does. It is shocking that after an initial review… Read More ›
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They Are Chasing Me – Staying One Step Ahead
Sometimes I feel like Richard Kimble in the Fugitive, one of the greatest television series of all time, when it comes to career pursuits. I am constantly running to stay ahead of layoffs, organizational changes, pissed off managers and frenemies… Read More ›
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Complaint Reporting – Customer Attributes Are Not Enough
I wanted to take the opportunity to call out a common mistake many organizations make when it comes to developing tools to capture data related to tracking customer complaints. Many organizations adopt what I call a demographic based approach by… Read More ›
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Exodus – Creating A Golden Parachute When You Don’t Own a Plane
So for us common managers who have done well but have yet to reach that level in our careers where we have pre negotiated severance packages, there are a couple of things that you can do to mimic the big… Read More ›
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The Back Way Home – Surviving Corporate Bullies
I grew up in a tough neighborhood in Paterson New Jersey where a high school principal had to carry a baseball bat to make a point. I have stared down the barrel of guns and survived a knife fight or… Read More ›