When you have a daunting mountain to climb, it is often best to break it into molehills. Large change management problems are best broken down into smaller ones with concrete achievable goals. Otherwise it can be so overwhelming that solutions seem unattainable – therefore, people often avoid tackling them or come up with single, grand [...]

Akio Morita, co-founder of Sony, once said: “We don’t ask customers what they want – we tell them what they want.” I’ll take his word for it, since Mr. Morita actual has developed very successful products. Much is being written about the impact that new communication technologies and channels – blogs, Facebook, Twitter, YouTube – [...]

Even if your business chooses not to engage in the online conversation, people are talking about your products and services whether you like it or not. Surely it’s far better to acknowledge the presence of these conversations rather than ignoring them to the potential detriment of your business, especially given that any business would be [...]

Companies love positive feedback – they post it on their website and use it as marketing fodder. But what about when feedback is, well, less than pleasant? What can you do with a handful – or more – of irate customers? Do you ignore them? Bury them out back? Not in today’s social atmosphere. Rather [...]