From the monthly archives:

December 2011

Employees are people not cogs

December 24, 2011

I just came across this article on Volkswagen shutting off email to some employees in an effort to improve work-life balance. I understand the thinking and feeling behind this action. People feel that the culture isn’t serving them but they feel powerless to change it. They want some powerful outside force (outside as in – […]

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And the experience starts…now

December 19, 2011

This weekend I experienced a truly awful and shortsighted customer experience strategy. I went with a friend to the Moncler store in NY. She wanted to buy a coat. When we got there, they told us that we had to wait before entering the store. Why? Well, they like to provide excellent customer service and […]

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The System vs. the Hero

December 7, 2011

I’ve worked for two large corporations as an employee and with several more as a consultant. Some I enjoyed, others were painful. But one thing that was true for all of them is that it was difficult to get anything done. Very difficult. This is one of the natural afflictions of a large enterprise – […]

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