Category Archives: customer service

Travis, call Alan

There was an article in the LA Times about how messed up Uber is (not uncommon for a founder-led company), and how Travis Kalanick, the founder is ‘looking for help’, which almost sounded like a psych break was imminent. I … Continue reading

Posted in alan mullaly, allan mulally, ceo, company culture, customer service, emotional intelligence, Entrepreneurship, travis kalanick, uber | Tagged , , , , | Leave a comment

Puzder. Please.Now

Apparently some weak knees exist in the Senate regarding the nomination of Andy Puzder to be Labor Secretary. Collins and Murkowski seem to be anti several of Republican cabinet members, because they’re getting paid to be anti. Maybe their union … Continue reading

Posted in customer service, Entrepreneurship, Franchising | 1 Comment

What Carrier Really Means

OK, the Donald went to bat for the Carrier workers, and good for all. We can probably expect more of this as managements rebalance balance all of their stakeholder interests. We had sent a tersely worded text to our buddies … Continue reading

Posted in ceo, company culture, customer service, donald trump, Entrepreneurship, Finance, Hiring, Marketing, trade | Tagged , , , , , , , | Leave a comment

Run the Country Like a Company, Donald

Enough of the politicians, already. Donald is a breath of fresh air in a fetid swap of political correctness. You’re going into a major turnaround, Donald. The company is loosing money, seriously in debt, sales aren’t growing, and the joint … Continue reading

Posted in branding, ceo, company culture, customer service, donald trump, Entrepreneurship | Leave a comment

Pass the Mic to Star Employees

There was a rather unfocused article on getting a thought leader for your brand, and the origin of same, the thought being that if you broaden ownership and ability to innovate to those below the executives, it would be a … Continue reading

Posted in branding, company culture, customer service, focus groups, guerilla marketing, Marketing, Sales, social media marketing | Leave a comment

3 C’s Can Boost Accountability in Your Workplace

This is the title of an article that appeared in the online version of Smartbrief recently, and really encapsulates what you need to do to increase the accountability of your people. It all starts with Commitment to the company, and … Continue reading

Posted in ceo, company culture, customer service, focus groups | Tagged , , , , , , , , | Leave a comment

Fear and Loathing at American Airlines and the TSA

Well, I didn’t think the time my wife and I had an airliner door closed in our faces (on Delta)¬†on the first leg of a European vacation could be topped, but I think AA has done it. And I’m sorry … Continue reading

Posted in american airlines, ceo, company culture, customer service | Tagged , , | Leave a comment

News You Can Use (with a Little Research)

It occurred to me that I’ve never outlined in a blog the articles I give to my groups and clients to the electronic public, so here goes (we hope to do this towards the end of every month): The Industrial … Continue reading

Posted in ceo, company culture, customer service, Entrepreneurship, Hiring | Tagged | Leave a comment

The Intern

As you may recall, this was a movie starring Robert DeNiro and Anne Hathaway. Not a great movie as movies go per se, but it has some hidden meaning for management and startups. The nominal story is that a president … Continue reading

Posted in ceo, company culture, customer service, emotional intelligence, Entrepreneurship, supervision | Leave a comment

Four Essential Elements of a Power USP

We have a course on this topic in The American School, which fleshes out these ideas, but reading this blogpost is even faster than taking the course. In case you don’t know, USP stands for Unique Selling Proposition, or what … Continue reading

Posted in ceo, company culture, customer service, Entrepreneurship, Internet Marketing, Marketing, Sales, social media marketing | Tagged , | Leave a comment