I love working with my clients, and yet I get so frustrated sometimes — not at them, but for them. I get frustrated on their behalf because of the organizational absurdity they have to deal with. For example: A management team focuses on improving employee and customer engagement despite inconsistent or no corporate support. An executive director
I’m saddened and shocked, but not surprised, about the recent Wells Fargo sales scandal that lead to bank employees opening bogus customer accounts in response to intense pressure to meet unrealistic and aggressive sales goals. I was once a sales manager for a local bank. It was some 30 years ago when the banking industry was trying
Actually, the question should be “What’s the matter with managing?” as I’m hearing from more colleagues who tell me they still love their work, but they dislike the managing people part. I shared my concern about this with Mary Theresa Taglang (MT), who has a background in HR and is now the Director of Lehigh University’s Master of
We all love great bosses and hate the bad ones. The only upside to a bad boss is what we learn from our experience working with that person: primarily what not to do and, occasionally, what to do. Following up my previous post on lessons learned from bad bosses, here is more great advice shared
This post is inspired by Boss’s Day. I hope you’re fortunate to work with a really good boss. If not, take heart – there are valuable lessons you can learn from your experience. I asked several colleagues to share their best lessons from bad bosses. Here are their horror stories and lessons learned. It’s Just
Signs of intelligent marketing at last! Lately I’ve seen more marketers respond to consumer sensitivity and backlash to promotional and informational overload – a major contributor to attention and intention deficit. Here are two examples. The first is an excerpt from Penny Sansevieri’s Book Marketing Alert newsletter*: I don’t know about you but I’m overwhelmed almost
A donor can only take so much. That’s why I asked certain nonprofits to stop fundraising. The situation improved somewhat … until now. So far this year I have received monthly solicitations from one nonprofit, along with other fundraising mailers from a similar organization who either purchased or shared that nonprofit’s donor list. I understand
Impressions of customer service — good and bad — can be long lasting as these three stories illustrate. In this post my marketing colleagues and I share special situations we experienced as customers more than 20 years ago. “A legendary service experience that touched my heart” From Toby Bloomberg: “I walked into an Eckerd Drug Store
Talk about first impressions! Managers responsible for recruiting new employees have a significant impact on both the employer brand and their organization’s overall brand. Here are two examples of how an ineffective recruiting experience – described by a potential candidate looking for work in the nonprofit sector – resulted in a negative brand impression. [Note: I’ve
Movies are not my first source to learn about marketing, but they are great for reinforcing marketing concepts. They’re also a fun conversation starter as in “What’s your favorite marketing-related film clip?” Here’s a list that starts with one of my favorites: Ghostbusters: The scene is when the guys get called into the mayor’s office and Bill