Transform from Rust-Belt to High-Tech

by Steven L. Blue 

Many rust-belt company CEOs blame their company’s failure on everything under the sun: automation, offshore labor, AI and even their own employees. What these CEOs don’t realize is, the No. 1 reason their company failed had to do with themselves — they decided to live in “happy land” and live off the successes of yesterday. They chose to ignore the margins and new technology; … [More]

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]