Me-too companies

The problem with me-too companies is that they lack the problem-solving capacity. Quality is not an objective. They exist to produce similar products and deliver unneeded services. They confuse customers. When problems arise, they do not deal and ignore the following key fact: How a company disintegrates tells us much about why it was structured […]

Who is at fault?

When companies face a risky situation, the normal business practice is that senior managers end up with a graph that nobody understands. The resulting data is compiled from a mixture of complicated analyses that do not diagnose the problem or provide a way to a solution. Such analyses usually further complicate the situation. Who is […]

A great customer service becomes greater

A great customer service becomes greater when the customers are no longer viewed and treated as paying customers. It all starts with eliminating the idea of “Paying customers” from the minds of the customer service agents and officers. The responsibility hinges on the leaders’ shoulders to advocate the right leadership approach in the whole organization. […]