Random Articles

• Overtime Hurts the Everyone Late last week, a client and I were discussing a struggling project. The client mentioned his project team regularly works nights and weekends to meet the deadlines he had scheduled. I was stunned. This was months into a years longs project. There are 3 things fatally wrong with this management strategy: It devalues both
• Hotel Room as Showroom Hotels are now leveraging their experience comforting weary travelers and giving their guests the opportunity to take the hotel experience home. Marginal Revolution points to a Forbes article documenting the Regency in Manhattan’s addition of price tags to their bath mats, pillows, and bath robes. In a related development, Selelect Comfort recently announced a partnership with
• Defining On-Stage & Off-Stage On-stage; where employees are likely to bump into customer. Off-stage; where they are not. It’s one of my favorite ideas from The Experience Economy is that of on-stage and off-stage. Preventing off-stage behavior from occuring on-stage is the key to a good customer experience. My wife has a recent example of where the two collided for a poor customer
• Outsourcing to Nebraska Sending those jobs to India would cut the costs even more, to maybe $10 an hour in wages and overhead. But JetBlue thinks the better service from home agents offsets that price advantage, notwithstanding the occasional barking dog in the background. His [David Neeleman, the discount carrier's chief] motivation was mainly to make agents happy, the
• Changing the Government Government agencies are some of the most notorious change resistors. In 1999, the Mint started to change that reputation - receiving a customer satisfaction rating second only to Mercedes Benz. “In the old days, we shipped fewer than 50% of our orders within eight weeks. Today, if it takes two weeks for customers to receive an