August
2007
There isn't much Bryan Bergsteinsson doesn't know about cars -- building them, selling them, and driving them. In an in-depth Q&A, this one-time Toyota executive draws on that knowledge to suggest that the automotive industry is being pushed too far too fast on environmental issues. More significantly for executives across industries, he questions the value of customer satisfaction ratings and explains why engaged customers are more valuable than merely satisfied ones.
Nearly 80% of Americans think the practice is bad for the U.S. economy -- and not just because of the loss of jobs, according to Gallup research. This may be a red flag for U.S. executives, who should be aware of the fact that, regardless of what their companies think of outsourcing, the vast majority of their customers aren't keen on it.
Gallup has found that employees often feel disconnected from the brands they're asked to represent. They also have little knowledge of -- or enthusiasm for -- what it takes to transform customer transactions into enduring relationships.
Keith Skeoch, CEO of Standard Life Investments, argues that a company's human resources function is a value driver and creator. In fact, this executive doesn't even see it as HR -- he prefers the term "talent management." Find out why, and learn about his approach, in this interview.
Employees may be motivated by many different things, but they all strive for recognition and praise. And they need that positive feedback at least every seven days, according to the authors of 12: The Elements of Great Managing -- a New York Times bestseller that draws on 10 million workplace interviews.
After an exhaustive study, two researchers came to this conclusion: Optimism is essential to being an effective leader. Without it, they discovered, "there is no hope, no reason to stretch, and no belief that an organization can rally to achieve its vision." Find out more about their compelling and actionable research.