I just read Charles Jacobs’ ‘Management Rewired’ which looks at the latest findings in neuroscience and applies them to...
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This article found on todayonline.com talked about how Singapore recently modified some seats in its public transportation system to...
Building organizational capabilities: McKinsey Global Survey results
Jeff Gurtman, , The Company, Staff Engagement, Training, 0This article about the recent McKinsey survey demonstrates the misalignment of fostering company strengths and execution of company training...
Virgin America’s Guide to Not Screwing Up Customer Service
Jim Coyle, , Blog, Company Values, Guest Experience, Service Best Practices, Staff Engagement, 0What do you get when you combine ego, money, sexy women, and promotional ability? That’s correct; the newest television...
New luxury hotel in Chicago has no-tipping-necessary policy; rival says it’s worth watching
Jim Coyle, , Blog, Guest Experience, Service Best Practices, Service Quality, 0This USA Today’s Hotel Check-in discusses the no-tipping policy at the Elysian Hotel in Chicago by the hotel developer,...
In this article from Smart Money a group of researchers looked at the happiness levels of people who were...
CMOs: Create a Customer Scorecard
Jim Coyle, , Blog, Company Values, Guest Satisfaction, Innovation, 0Well-run companies measure their financial performance. They plan annual spending with a view of their return on investments and...
Diamonds in the Census Mine
Jim Coyle, , The Staff, Guest Experience, Guest Satisfaction, Marketing, 0In Diamonds in the Data Mine, Gary Loveman’s (CEO of Harrah’s Entertainment) quintessential article about customer relationship management (CRM),...
Bayer AG: How one company gets its employees innovating
Jeff Gurtman, , The Company, Company Values, Innovation, Staff Engagement, 0This Forbes article about Bayer AG’s system for encouraging and using employee suggestions to innovate the company, demonstrates how...
Here’s a fun fact: in 2009, movie ticket sales were $10.6 billion, which is the highest figure in history. ...
