Business Articles

June 19, 2009

The Customer Satisfaction Survey Snag

Customer satisfaction has been a major business buzz phrase for more than a decade. In his 2001 book, The Loyalty Effect, Fred Reichheld claimed that customer loyalty is a dominant determinant of success in business. He purported, for example, that …
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January 12, 2009

Managers Must be Decisive in Handling Problems

Good managers don't clean up messes caused by their staffs. They prevent messes from happening in the first place.Division head Carl finally had to fix the problems in a department run by senior manager Brenda. He transferred one supervisor and …
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October 21, 2008

Why Traditional Recession Tactics Are Doomed to Fail This Time

Boardrooms need to recognize that the macro crisis requires decision makers to confront fundamental transformation on three levels, argues Umair Haque. How should boardrooms respond to the macro crisis? Is it just a case of recession-as-usual: …
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November 29, 2007

The Indispensable Succession Plan

Now that the dust has settled on the recent tumult in the C-suites of Merrill Lynch and Citigroup (BusinessWeek.com, 11/27/07), one thing is clear: Boards need to have a credible, specific, and actionable chief executive officer succession plan in …
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June 19, 2007

What Makes a Business Leader Tick

Anthony Smith is an old friend who has written a new book called The Taboos of Leadership. I love the title. In this interview, Tony shares some of his thinking on leadershipand some insights from the executives he has met over the years. Here are …
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May 12, 2007

Back to Work - On Their Own Terms

BROOKFIELD - Michael Gingras retired as vice president of M&I Bank in Brookfield at the end of January with the intent of taking 60 days to figure out what he wanted to do with the rest of his life.But within less than two weeks, three different …
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