Five Ways to Cultivate Innovation and Problem Solving 

by Karin Hurt and David Dye 

Automation is a great way to drive costs out of operating a business and free up time for the humans to do what humans do best: think strategically and solve problems. But it’s not possible to just flip a switch and turn on the problem-solving gene in employees who’ve never been asked to think critically before or, worse, have been discouraged from speaking up.  Here are … [More]

Brands Under Fire

by Peter Horst

Nike. Starbucks. Patagonia. Nordstrom. Uber. Budweiser. Pepsi. NFL.  What do these brands have in common?  They’ve all been at the center of a firestorm of social and political controversy, poster children for the risks brands face today as they sit squarely in the crosshairs of a politicized marketplace. The news seems to carry a new story every day of another brand … [More]

From Customer Service Mishap to Opportunity

by Shaun Belding 

A couple of months ago, Frontier Airlines provided us with a brilliant case study on the importance of customer experience. It’s a great example of how one simple customer service failure can have serious consequences in the form of a social media maelstrom.  It began when poor weather conditions caused Flight 1756 from Des Moines to Orlando to be diverted to Atlanta on July … [More]

ROI: Return on Involvement

by Michael R. Solomon, Ph.D.

Imagine this conversation between two shoppers at a car dealership: Consumer #1: “I want the one I read about in the latest issue of Car and Driver magazine: It has a six-cylinder turbo engine, a double-clutch transmission, a 90 strokebore, and 10:1 compression ratio.” Consumer #2: “I want a red one.” Obviously, these two people differ quite a bit in terms of their … [More]

Tackle the Pain of Business Change

by Andi Simon, Ph.D.

Forget what they say about love. It’s change that hurts. Corporate leaders say it is the biggest challenge they’re facing today. Constant change makes it difficult to remain relevant and to create value for customers. What is worse is that most people don’t know how to manage the changes they believe are essential for their business to thrive. Whether it’s introducing a … [More]