Yahoo’s new CEO

July 17, 2012

In a Wall Street Journal article, Is Yahoo’s New Female CEO Headed for the ‘Glass Cliff’?, Christopher Shea asks whether Marissa Mayer’s appointment  is a […]

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Personal political information: Opt-in or Opt-out?

June 9, 2012

Your political affiliation and voting history (when you voted; not HOW you voted) have gone “public.”

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Call centers off shore

November 26, 2011

Tech support: What do customers REALLY want?

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A picture’s worth a thousand words……

June 13, 2011

A picture’s worth a thousand words…..


June 13, 2011 vs.

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Trends 2011- #2

March 6, 2011

I promised to provide a series of posts regarding my predictions for 10-year trends. is the first:  Over the next 10 years, at least […]

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What does a turnaround expert DO?

February 21, 2011

I have recently been asked by reporters, “What would you do at Harry and David?” I responded with a description of the turnaround steps described […]

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Beware of LinkedIn!

February 13, 2011

The lesson:  If you want to invite people you know to “connect” on LinkedIn, don’t use the section that says, “Enter Email Addresses.” This is […]

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Leadership and Nokia

October 14, 2010

In the 9/20-9/26 edition of Bloomberg BusinessWeek, Matthew Lynn (and the photo that accompanied the article) implied that Stephen Elop, who became CEO of Nokia […]

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Hats off to American Express!

September 12, 2010

Recently, I had to place a call to American Express’ customer service. First, my problem was solved right away. Second, almost immediately thereafter, I received […]

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