Category Archives: customer service

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

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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

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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

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Why Companies Are Being Disrupted

I just found this article in the Wall Street Journal of January 26, and should have commented earlier. Most of the article is forgettable, aside from the reference to Clay Christensen’s work on innovation and disruption, but there’s one phrase … Continue reading

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Tim, Fire Your Flacks

Argh. The flacks advising Tim Cook should be fired. Was reading an article about what a great leader Tim Cook is (we still have our doubts), but his stance on not allowing the Feds (or Apple) to open IPhone of the … Continue reading

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Here’s Good Customer Service

We always like the publicise good customer service, and we’ve found another one: Wise Foods, who make survival meals, did a unique thing, given their probable size. I and my wife run on insulin maintenance diets, and limit our intake … Continue reading

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C’mon Apple, Get Going

Here’s one post we never thought we’d write. Apple seems to have fallen on hard times, probably of their own making, and they don’t seem to know what to do. Full disclosure: I also own Apple stock. So, here are some … Continue reading

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Theranos: A Cautionary Tale

Our compliments to the Wall Street Journal for exposing the mess there is at what could be a blockbuster company. It appears Ms. Holmes ignored all or most of the tenets of starting a company, which we’ll repeat here, for the … Continue reading

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The Risk of Reviews

We’re in the 4th quarter of most companies’ fiscal year, to managers up and down the chain are thinking about doing or getting performance reviews. The Wall Street Journal had a useful article on this topic a few days ago, and we’ve … Continue reading

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Radical New Idea: Middle Managers

Some months ago, there was an article in the Wall Street Journal about a company (Treehouse) that had NO middle managers, believing that its people were sufficiently motivated that they didn’t need them. This plan was fine until the business grew, probably … Continue reading

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