When Gabe Fasolino was hired as a plant manager at a $7 million manufacturing company, he heard rumors that there were problems with drug and alcohol use among the workers.Clearly, this was a sensitive situation. A heavy handed approach to cracking down on the abuse could easily put Fasolino into an adversarial relationship with his employees. Wisely recognizing this, he turned to the company’s safety team, made up of hourly production workers, for ideas. They came up with what he describes as “the fairest, simplest, easiest-to-administer substance policy I have ever seen.”
The starting point when designing customer loyalty survey must be understanding what your customers care about and how well you are meeting their expectations. Unfortunately, many surveys fail to include all three critical elements required deliver that outcome
By not including all the elements, the results of many customer loyalty surveys are worthless. The results are often interesting but ultimately on no value because you get results but have no idea what to do with them.
Fixing this issue is not difficult but your survey must include:
1. An overall customer loyalty index question
2. Loyalty driver questions
3. How can we improve questions
Your team is probably fired up about grabbing more market share this year. But if you want to achieve that goal, it’s time to look at your operation through a fresh lens. There are some great ideas brewing in the global community that will help you outdistance your competitors.One of the most important business concepts of the century is “return on luck” (ROL) which I discussed in my last column. As Jim Collins explains in Great by Choice, all business leaders are being bombarded with both great luck and bad breaks. The smartest CEOs learn not to squander sudden opportunities and figure out how to turn dismal news to their advantage—multiplying the benefits of whatever hand they’re dealt.Maximising your “ROL” should be top of your list, every day. But your ROL is just part of the picture. Here are some vital ideas that will help you achieve great results in 2013 and beyond.
I own a (really) tiny slice of Apple it got killed last week. There's a lesson in there for growth-company owners...
Last week my financial advisor suggested I buy some Apple stock so I picked up a few shares.
Then this happened:
This graph illustrates two things:
1. Never ask me for a stock tip
2. Companies trade on the future, not the past