EnriqueSwett

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For Better Customer Service, Offer Options, Not Apologies

<b>Jagdip Singh,</b> a professor of marketing at the Weatherhead School of Management at Case Western Reserve University, explains his research team’s new findings about customer satisfaction. He says apologizing is often counterproductive and that offering customers different possible solutions is …

Time I

How Customer Service Can Turn Angry Customers into Loyal Ones

Good customer service seems like common sense for businesses. But how valuable is it really?<p>Until now, this has not been rigorously quantified across different companies. Businesses are understandably reluctant to share their CRM and sales data, and most research in this field has been based on …

Customer Experience

​The Best Cardio Routine to Burn Your Stubborn Fat | Men’s Health

<i>1. 5 to 10 minute warmup<br>2. 15-45 intervals for 5 to 10 rounds then rest 5 minutes<br>3. 20 to 30 minutes of steady state aerobic cardio<br>4. 30-30 intervals for 5 to 10 rounds</i><p><b>Here's an example of a recent session I did last week:</b><p>For step 1, I did barefoot walking lunges. But you can do anything you'd like …

How a game can help you learn strategy

<i>This is the third post in a series of posts sharing insights from the forthcoming book "Your Strategy Needs a Strategy".</i><p>In my previous two posts, I …

Staten Island

Reinventing Performance Management

At Deloitte we’re redesigning our performance management system. This may not surprise you. Like many other companies, we realize that our current process for evaluating the work of our people—and then training them, promoting them, and paying them accordingly—is increasingly out of step with our …

Management

The Tweet That Changed My Life

I never asked for this. I stumbled into minimalism serendipitously, haphazardly, not knowing what I was looking for.<p>The year was 2009, early autumn. …

Stop Worrying About Making the Right Decision

Much of my work as a coach involves helping people wrestle with an important decision. Some of these decisions feel particularly big because they involve selecting one option to the exclusion of all others when the cost of being “wrong” can be substantial: <i>If I’m at a crossroads in my career, which</i> …

What Leaders Really Do

The article reprinted here stands on its own, of course, but it can also be seen as a crucial contribution to a debate that began in 1977, when Harvard Business School professor Abraham Zaleznik published an HBR article with the deceptively mild title “Managers and Leaders: Are They Different?” The …

Management