My most recent post….

May 19, 2013

As you can see, I haven’t “blogged” since March 7th.  The reason? I’ve simply been inundated on both the business and personal fronts (most of it good!).

Recently, however, someone whom I respect criticized my most recent post, so I decided to clarify its purpose:

  • In several prior posts, I have made the point that poor customer service and lack of attention to operational excellence can lead to lost customers, lost sales, lower profits–poor financial results.
  • I have also written about “the paradox of choice;” i.e., when companies offer too many choices, people may avoid making purchases and/or may buy from a competitor that provides fewer choices–poor financial results.
  • In my most recent post, I was making the point that not only can poor customer service and too many choices lead to undesirable financial results, but they can also lead to undesirable societal results; e.g., increased stress; wasted time; anger and frustration.

If I were a researcher, I would conduct a study and write a book about the impacts of disorganized, inefficient businesses on society as a whole.  To me, that is a topic worth exploring.

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