Growing a business is more than getting growth for the sake of growth, it’s about creating and executing strategies that will drive true profitable growth at a bottom line. To that end accelerating growth is an important factor, but not to the point where it puts too much stress on an organization’s quality of customer service, which if bent to much can derail even the most well thought out and executed strategies.
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Many organizations want to cater to being a better customer service experience, but executing that end is tougher than it seems. So many organizations want focus in this area and want to obtain the number one customer service advantage. It’s an admirable goal, but where they fail to learn is Read the rest of this entry »
We have all witnessed a multitude of examples where corporations and the people who own and/or run them have displayed an amazing amount greed, which can come in so many different forms, flavors, and varieties. Like many people I followed the Facebook IPO out of curiosity given that it just seems to exemplify greed.
We’ve seen the fall of numerous retail stores in the last few years, some are the classic big box like Circuit City and others might be classified elsewhere like Borders. Select the classification you want and the problem is really mostly the same in the end. They all maintain expensive bricks and mortar location specific stores with visibility controlled by real estate location and store hours. Even so, all of them have (had) also embraced to varying degrees online commerce with difference levels of offerings and functionality. But is the problem really that such animals have the physical presence or is it something more?
No doubt we’ve all been in situations as a customer where we felt we were disrespected and misunderstood by a customer service rep, a sales person, or just about anyone with whom we interact with while conducting routine activities. Customer service is one of those functions that receives a lot of press and focus.
So much to gain and so much to do. Managing a business on many levels requires a ton of work, investment and time. Many business owners take on too many tasks and spread themselves too thin. For many it’s a concern for who they can trust or that someone else will not be as committed as they are to the cause of their business. Entrusting others to be value-add partners in the effort to grow the business is critical to freeing time to activities best suited to the business owner. Read the rest of this entry »
Brands are an incredibly important asset to organizations. When managed well they offer a strategic advantage that can put an organization in a leadership role, when not managed well brands can be a tainted image. From that point of view it is critical that management emphasize investment in branding and all the activities. Read the rest of this entry »
We are not going to claim to have all the answers for what Netflix has done to fall from grace nor do we necessarily have concrete examples of what might have worked better. However, it’s clear that consumers and the market have spoken a lot of doubt about business decisions. In theory Netflix had a number of possible solutions to resolving how it’s business model would progress.
With a tough economy worldwide and dangerous credit issues seemingly all over it’s no wonder many business face the challenge of managing business growth performance and strategies. It’ s not just an accounting and finance log jam, it’s also a HR, legal, competitive strategy issue.