Like others, I watched the slow demise of JC Penney’s former CEO Ron Johnson after he upended JCP’s traditional retail model by abolishing popular house brands and the even more popular sale. Turns out the no sale idea was a big no sale with JCP customers. I thought Mr. Johnson had a great idea and
JCP apologizes. Too little too late?
Uh oh. I just realized that if I don’t hurry up, I might take more than ten minutes to think things through. Don’t stop. Not even for a minute. To contemplate an answer. To put a thought together. Then what? Will Katherine Waddell Consulting get a reputation for moving too slowly?
I don’t care if you run a mom and pop diner or a Fortune 500 company, customer service is always your first line of defense. And what’s the biggest weapon your defense has? Empathy. The ability to say I’m sorry. I know how you feel. Let me fix that for you. Your customers expect to
When Marissa Mayer called her Yahoo employees in from the field, she caused quite a stir. But perhaps the controversial CEO had more than productivity in mind…. Between tele-commuting and the “me” driven social media, many companies are finding a need to encourage and maximize employee interaction, particularly within the creative fields. Google is working
From giant food chains to hardware stores to fast-food outlets and high end department stores, retailers across the country are making reduced wait times a top priority for enhancing the shopping experience and building loyalty. Turns out most of us don’t like waiting in line much, and would appreciate a little hospitality when we spend
As if test scores, student loans and letters of recommendation weren’t enough, business schools are now looking at students’ EQ, or emotional intelligence, to decide which future M.B.A. hopefuls will make the cut. A recent article in the Wall Street Journal notes that many companies select for top talent with this
Melissa Mayer isn’t the only CEO shaking up the culture of her company. Bob Flexon, CEO of Dynergy, started with $5 million in savings when he moved from fancy headquarters to a single open floor in a new building and swapped private offices for cubicles. But that was just a start. “Among other changes, he
Last year we heard about how Jim Beam CEO Fred Noe got a tattoo for his customers (really!) and now the spirit maker is creating a buzz again after global CMO Kevin George decided to take boardroom business back to the classroom. The headline for a recent story in Ad Age
Author Seth Godin recently wrote a blog post about what it means to set boundaries in business. He calls it Avoiding the custom bully. While we all want to provide the best service possibly to our customers, we must keep in mind that promising what the rules are is far more useful