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flevyblog
The Flevy Blog covers Business Strategies, Business Theories, & Business Stories.
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While it’s always preferable to solve a customer’s problem first with automation, which means less friction for the customer and less cost for the company, the fact is that most companies’ self-service offerings are nowhere… Three Smart Ideas for Handling Customer Service Exceptions
Editor’s Note: Jim Cucinotta is a very senior executive, with over 20+ years of experience in leading sales, marketing, and operations teams. He is also an author on Flevy. You can view his firm’s business training… Have More Effective Meetings
A few decades ago, faculty members at the University of Michigan were researching the major indicators of effective organizational performance. What came from this research was an incredibly useful model for organizing and understanding a wide array… What Leadership Qualities Drive Organizational Performance? (Hint: Trick Question.)
No matter what your business issue is, you can always find some “best practices” to analyze, by examining the companies or organizations that have had the most success in dealing with that issue. And many of us… The Fatal Flaw in Studying “Best Practices”
I’ve had a great response to my recent post announcing whywhathow (my venture into the world of strategy, performance and governance for not-for-profit and professional services organisations, if you missed it). So, how will whywhathow make a… Strategy Is Just Like Air
A lot of companies are at risk of becoming victims of digital Darwinism these days. Competitors in their industry are ahead of them in the digital arena. And there is always the risk of an… Culture Eats Strategy in Digital Transformation
Editor’s Note: Jim Cucinotta is a very senior executive, with over 20+ years of experience in leading sales, marketing, and operations teams. He is also an author on Flevy. You can view his firm’s business training guides here.… What Happens When the Rules Cause Chaos?
A couple of months ago, I spoke to an audience of business executives involved in the “performance marketing” business. If your business buys a digital ad on a publisher’s website and you only pay when… Inside Sales, Performance Marketing, and Making a Human Connection
Microsoft Excel is perhaps one of the most used software programs in companies worldwide. In spite of the popularity of the program, most people tend not to know the shortcuts and features of Excel that… 8 Easy Time-Saving Tips for Excel
Is your CEO on LinkedIn? Or your CMO on Twitter? Does it matter? More and more frequently I come across posts urging senior management to be active on social media. It’s an interesting question, but to… Is Your CEO Digitally Unaware?
Editor’s Note: Jim Cucinotta is a very senior executive, with over 20+ years of experience in leading sales, marketing, and operations teams. He is also an author on Flevy. You can view his firm’s business training guides here.… Do You Need Office “ME” Time?
Not many years ago, a British utility launched a December promotion designed to recognize its very best customers by mailing each of them a holiday greeting card. To the amazement of the company’s marketing managers,… It’s 2016. Do You Know Who Your Customers Are?