Statistics on Customer Effort Score (CES) strongly suggest it has the ability to detect loyalty at the operational level.
Dr. Bill Bleuel calls trust “the holy grail of relationship management,” explaining the difference between rational and emotional trust.
On Friday, Gary Kinder, an expert on business and legal writing, offered a course on Advanced Business Writing at Pepperdine University. He drove the point home that “your credibility rides with every sentence.” Here are a few takeaways from his presentation: 1.) Avoid Splitting Infinitives: This rule came from Latin scholars who, in 1820, wanted … Continued
As long as planes fly in defiance of gravity, they will come down. As long as cars travel faster than the human body can on its own, traffic accidents will kill us. And as long as we drill oil, there will be accidents.
Currently at the Graziadio Business Report we are in the process of revamping our website – having reached the upper limits of the current platform. Tackling the usual web development project activities – planning, executing, monitoring – we’re now confronted with the task of developing our social media implementation. Though our initial impulse was to approach social media … Continued
I’m continually looking for ways to organize ideas, work, and activities, plus figure out how to prioritize and piece it all together. We all need a system that keeps us on top, rather than drowning in unfinished projects and lost to-do lists or sublimating what we really care about doing far beneath what has to get done.
The Los Angeles Times had been stalking Toyota for months about the runaway acceleration in some of the automaker’s models. Ordinarily, I dismiss such articles as over-aggressive reporting or even Japan-bashing. But last week, events proved the LA Times to be correct. In a weekend report, the New York Times noted how Toyota had initially … Continued
On January 20, 2010, the New York Times and all major Japanese papers reported the bankruptcy filing of JAL (Japan Airlines). The crane that once symbolized Japan’s powerful national airline is no more. Not even privatization could help an airline run into the ground by arrogance and incompetence. But this is actually old news—everyone knew … Continued
The media, sports, business, ethics, and image pundits are all out now, pointing out what Tiger must do to revamp his shattered image. Meanwhile, we all ask the question: What do we learn from this? Surprisingly, the business takeaway isn’t really about ruined images or the billion-dollar golf industry that Tiger almost single-handedly created and … Continued
U.S. businesses are at a critical crossroad as they decide whether to reinstate the 9 million jobs that have been lost in the recession so far. Many experts say that they will not, and the reason is that companies still believe that employees are inefficient compared to contract workers, shared services, and outsourcing. This view … Continued
These book reviews are from the latest issue of the Graziadio Business Report: The Change Cycle: How People Can Survive and Thrive in Organizational Change By Ann Salerno and Lillie Brock Berrett-Koehler Publishers, 2008 Reviewed by John Oppenheim, Adjunct Professor of Management Information Systems The Change Cycle is full of examples. It provides keys to … Continued
Can’t see the above video? Click this link to watch. In this video interview, Ann Feyerherm, PhD, Professor of Organization and Management and Chair of the Applied Behavior Science and Organization Theory and Management Department, explores the psychological impact of losing a job and effective methods for bouncing back.
November 19th is management pioneer (now deceased) Peter Drucker’s 100th birthday. To celebrate the life and teachings of this remarkable man, the Drucker Institute hosted a weeklong event, Drucker Week, featuring some of the most respected business academicians (a paradox?) of the world at Claremont University. Ken Blanchard (author of The One-Minute Manager and Know Can … Continued
Dean Linda Livingstone, Winner Kasra Ferasat, GBR Editor-in-Chief Owen Hall Kasra Ferasat of Palos Verdes, CA., (pictured center) a fully employed MBA program student at Pepperdine University’s Graziadio School of Business and Management, is the 2009 first place $1000 winner in the student paper competition held by the Graziadio Business Report. For the second year, … Continued
I have been teaching with Frances Grimes in the Management Communications program here at Graziadio this fall and so business communication is on my mind. Face-to-face business communication is difficult—attempting to read body language, facial expressions, and gestures (although some gestures speak for themselves), can be a challenge. Not to mention cultural differences that can … Continued