Customer Care
Nobody likes change. I know if you do anything that changes my routine in the morning, my whole day is whacked. We all hate change. Heck, most of us hate getting change at the grocery store because of all those coins.
As a leader, though, your job is to get others to want to…
Keeping quality high in today’s fast-moving production world is a big challenge. Traditional quality checks have worked well, but they can be slow, require a lot of work, and are prone to mistakes.
AI could change this by making quality control faster, more accurate, and easier to…
What happens when workplace colleagues land on opposing sides of an external competition? Henning Piezunka, an associate professor of management at Wharton, tackles this question in a recent study, using sports data to shed light on how outside rivalries can shape collaboration within the…
The medical device industry is growing. Data from KPMG predict that global annual sales will rise by 5% per year to reach just under $800 billion by 2030. New technology, new opportunities, and, as always, the promise of improving patient outcomes around the world are major drivers of growth…
I ’ve been skiing in Vail, Colorado, one of the best skiing areas in the world, for more than 50 years. George Gillett Jr. acquired the resort in 1985. But when I first met him in 1978 and asked him what he does, he said, “I am in customer service.”
Gillett is out of that business…
My story begins with Hurricane Milton, one of two tragic hurricanes to hit the west coast of Florida last year. Milton went right over Sarasota, where I live part of the year. It was a devastating storm; tree and plant debris still remain on the sides of many roads. Big root balls are still…
