Every business has a make or breaks moment. Markets change, new technology is developed, regulatory conditions evolve. At some point, a company must make a decision that will allow it to evolve and flourish or do nothing and flounder. Walmart, squeezed by nimble digital disruptors like Amazon, is at such a moment and must decide…
As you’ve probably noticed, one of the recurring themes in my writing is customer service. It often seems like, as the current business environment grows more competitive, there is a decreasing emphasis on service and client satisfaction. In the current digital era, where communication and transaction behavior often no longer require any face-to-face interaction, many businesses…
The familiar expression, “We are a victim of our own success” is all-too-often used in a clichéd manner, but in my company’s case, it bears truth. In September 2016, ImpTrax lost a major client. The reason: our work was transformative, and helped lead to the client’s acquisition. The situation also created an opportunity: The chance…