Wharton management professor Martine Haas says, “Hybrid work is here to stay.” She says hybrid work seems to be striking a decent balance between what employees want and what employers want. Crafting more bespoke policies based on what works best for employers and employees is important when addressing issues of parity and fairness as some positions cannot perform their … [Read more...]
The 25-minute meeting — REALLY?!
Commentary This SmartBrief survey graphic underscores the need for better meetings. Too often meetings are called without intention and result in more meetings. Two articles address meeting overload, restructuring them and improving results. The Nano Tools for Leaders® from Wharton Executive Education offers tips to halve the time and double the impact of your meetings. … [Read more...]
Find value in every customer (includes podcast)
Customer centricity is the current thinking about seeing customer value beyond their revenue potential. There are high-value customers, low-value one, and plenty who fall in the middle. But they all matter for businesses that want to make the most out of them say Wharton's Peter Fader and Sarah Toms. The authors discuss their new book, The Customer Centricity Playbook < link … [Read more...]
Would you treat your mother that way? (includes podcast)
As a customer service expert, Jeanne Bliss has spent her career helping major companies learn how to behave in the best interests of the consumer. She recently explained how increased competition makes customer service more important than ever for businesses that want to grow. “We’re finding that the more high-tech we get, the more humanity we need.” Source: Knowledge at … [Read more...]