For most of the 20th century, Americans enjoyed what I call The Golden Age of Customer Service. Sadly, based on recent research, it appears we’re in the Plastic Age.
In a national customer satisfaction index, the average customer rating was less than 60%. Going six for 10 is pretty good – if you’re playing baseball. But any small business with that batting average is headed for the shower.
So how has such a level of unservice become a 21st-century norm? Because customers have become sensitized to what I call the Plastic Triplets: High volume/low price, impersonal e-business, and almost as impersonal face-to-face service.
For small businesses, the Plastic Triplets create both opportunity and danger. But seizing the former and avoiding the latter requires an understanding of two things: [Continue Reading]
There are a million – maybe a billion – scenarios for how someone becomes the Founder of a business. But regardless of variability, there is one part of every venture that, almost by definition, will not vary: In the beginning, and often for some time afterward, the Founder will be the first to do all the jobs.
As you know, the U.S. banking system has been challenged this year. Three large “regional” banks collapsed, and not a few experts have opined that there will be more banking-sector bloodshed going forward.
A few weeks ago, I introduced you to how Blockchain works. This offering is about how it can create digital trust. But first, let me remind you – Blockchain is a complicated topic, so thanks for your continued focus.
As the sun rises on the first day of July, one of the most amazing athletic competitions in the world is set to begin. Since 1903, the Tour de France has been the pinnacle of professional bicycle races, and arguably the most grueling of all sporting competitions.