Tag Archives: customer satisfaction

The Real Job of Leadership

In today’s world of rapid advancements in technology, some of the basic truths of business effectiveness and sustainability seem to have been forgotten as we embrace the belief that technology will solve everything. The current belief among business leaders is … Continue reading

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A Test for Accountability . . .

Those with a mindset of accountability make things happen and get results.  Those without accountability make excuses and have ample reasons for their lack of results! Success in life, success in business and success most everywhere seems to accompany the … Continue reading

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Leadership Choices: Prices and Payoffs

Michael Porter, the Harvard professor best known for his pioneering work on competitive strategy believes that an effective strategy is mostly about choice.  What you choose to do to compete and what you choose not to do, especially since every … Continue reading

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What Drives Corporate Culture?

As you grow older, you learn a few things. One of them is to actually take the time you’ve allotted for vacation.  ~John Battelle Summer time is vacation time. Yippee! A time to recharge the batteries, break a few non-healthy … Continue reading

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Hotel Fire, Business Processes and Customer Satisfaction

“Service isn’t something you can turn on and off.  It requires a great product, training and giving our associates the tools they need to serve our guests.”  -Bill Marriott I don’t know of any frequent business traveller who likes leaving … Continue reading

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Profiles in Leadership . . . Metro Bank and Vernon Hill

“I walk around all day trying to prevent my colleagues turning us into a bank”  ~Anthony Thomson, Chairman and Co-Founder, Metro Bank As you may have deduced from my blogs over the past several years, I am not a fan … Continue reading

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When a Leading Brand Stumbles . . . It’s the little things

Better to remain silent and be thought a fool than to speak out and remove all doubt. ~Abraham Lincoln There are two things you should never do when angry.  Open your mouth, or post a blog.  It seems that anger intensifies … Continue reading

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