New Postings - Industry News

Corporate trust and reputation matter. In fact, they are every company or organization’s most valuable assets.  Trust and reputation go hand-in-hand, and need to be protected and enhanced.  An excellent reputation doesn’t necessarily translate to a better bottom line, but a bad reputation can definitely be damaging to a company’s future.  Any negative hit to a company’s reputation often results in a decline in consumer trust; and any erosion in trust equals a negative hit to business growth.  Not something a CEO wants to treat lightly. 

Read more...

Many companies ‘settle’ for undifferentiated transactional and service performance, doing the basics and not endeavoring to build a positive and lasting relationship, because all they are trying to do is satisfy the customer. Satisfaction is a passive and reactive customer state.  It is attitudinal and short-term, and has relatively little to do with enhancing downstream customer behaivor, yet many organizations strive for high satisfaction levels, even giving staff incentives based on meeting and exceeding customer satisfaction goals.
Read more...