The pandemic arrived and brought with it many new and surprising changes in how companies do business. One of the most interesting, and most impactful, changes for organizations has been how consumers engage with brands.
Ryan Day1 describes how the rise of independent auto dealers is a “gray swan” event for the automobile industry. This was not only bound to happen, as observed by the author, but also long overdue.
For years, when I was the director of the Michigan Quality Council during Gov. John Engler’s administration, we reviewed businesses across the state and looked for world-class service.
Chickens come home to roost, and canaries meet their demise in coal mines. But hey, we knew there was a high probability of each happening eventually, right? However, when a black swan shows up with severe impact and consequences, everyone is caught off guard.
"Fast Food" Credit:Norm Wright
It all started when we drove up to the speaker menu at a quick-service restaurant. “Can I take your order?” the attendant coldly barked.
Paraphrasing Winston Churchill, Rahm Emanuel, a former White House chief of staff and Chicago mayor, famously quipped that you never want a serious crisis to go to waste.
Any association would love a member-retention rate of 75 percent.
Image courtesy of Pixabay.
A few weeks ago, I wrote about Seth Godin’s concept of Finding Your Who, which is all about identifying who your products are for.
One of my favorite Halloween memories was decorating the annual giant pumpkin with my son when he was young. As a toddler, he was primarily an observer as he watched me sculpt the face of the pumpkin with a scrimp knife.
With the rise of online shopping continuing to increase, thanks to the convenience and comfort of shopping from home, it's important for e-commerce businesses to look to their returns policy to ensure they’re not only catering to the tech-savvy, modern consumer, but