Word Count: 1,598Estimated Read Time: 6 Min. Unveiling the Power of Genchi Genbutsu and Gemba Walks There is an old saying that “seeing is believing.”  But for Japanese business leaders, seeing is not focused on whether information should be trusted … Continue reading →

Word Count: 1,257Estimated Read Time: 5 Min. How we look at and think about things matters a lot.  Our thoughts make a HUGE difference in our attitude, energy, creativity and enthusiasm.  And, in business, one’s perspective can either overlook a … Continue reading →

Word Count: 1,589Estimated Read Time: 6 Min. Business is not always exciting.  Between peak moments – landing a big client, forging an important partnership, expanding into a new market or launching a new line of business – there are many … Continue reading →

Across the board, customer service seems to be on the decline, fueled by automation, staffing shortages, and cost-cutting. In the face of that, consumer advocacy groups and forums are rising, providing a voice for the voiceless, promoting transparency, and driving data-driven insights. But these platforms are also amplifying negativity, bias and isolated incidents, making it harder for companies to satisfy customers, which fuels a downward spiral. But this could be a boon for smart companies. As Rita Calahan said, “every complaint is an opportunity to improve.” In the battle for market share, delivering White Glove Service (at a time when most other companies are falling short) is the great equalizer. By harnessing the power of consumer feedback for constructive dialogue and positive change, savvy businesses can deliver white glove service and win market share.

Here’s how. Continue reading →