Where’s your next big idea going to come from?

July 28, 2014 2 COMMENTS

Ideaby Dan Oswald

Among my favorite movies is the 1991 film City Slickers. Billy Crystal plays radio ad salesman Mitch Robbins, who is having a bit of a midlife crisis. Mitch and his two best friends decide to leave New York City to spend two weeks on a cattle drive in the Southwest. It’s there that Mitch meets Curly, the crusty trail boss played by Jack Palance.

read more…

Do your employees have the right type of motivation?

July 14, 2014 1 COMMENTS

Motivationby Dan Oswald

A colleague shared with me an article published recently in the New York Times Sunday Review. In addition to the fact that the article had been recommended, its title, “The Secret of Effective Motivation,” was certainly enough to get me to read it. Who in management doesn’t want to know the “secret” of effective motivation?

read more…

You won’t know what your customers want if you don’t ask

July 22, 2013 1 COMMENTS

by Dan Oswald

Knowing what your customers want and need and delivering it are key concepts for any business. But how do you really know what your customers want?

read more…

Where customer service is job 2

December 10, 2012 3 COMMENTS

by Dan Oswald

You know good customer service when you see it. That’s a statement in which I firmly believe. But it also means you know horrendous customer service when you see it. Do I have a story for you!

read more…

Customer Care and Shareholder Value

May 21, 2010 0 COMMENTS

I saw an article the other day with the headline “Shareholders vs. Customers: Who Comes First?” That got me thinking. What was the answer to this question posed by the author of the article?  My conclusion: You don’t have to choose.

If you want to create long-term shareholder value in any business, you must meet your customer’s need. That means delivering a product or service with the best mix of price, convenience, quality, and service. Look, there’s a reason both Wal-Mart and Macy’s can exist. Or why both BMW and Hyundai can be successful. These companies have found the right mix of those ingredients above to attract a loyal customer base.

read more…