A Customer Facing Environment

A customer-facing environment is any space in which a customer comes into contact with your brand. The most obvious example is, of course, the retail store. However, this is just a starting point: hotels, galleries, museums, airport lounges, airplanes, train carriages, theme parks and office lobbies are just some of …

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Institutions Laid Low

When our institutions are laid low, it’s often because of internal events and intentionally counterproductive decisions of leadership. Think of Volkswagen in the wake of a systematic effort to cheat on emissions tests. Such events—ethical shortcuts, fraud, deception, misrepresentations—are invariably self-imposed internal episodes that arise because people …

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Productivity

I feel it’s important not to just give people techniques and strategies, but to give them a deeper understanding of the psychology that underlies the discipline in question, be it sales, leadership, negotiation, persuasion, or achievement. Why? Let me go back to a simple statement that goes back to …

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The Correct Pricing Basis

The method of pricing is the most powerful lever available to sourcing professionals. The way we ask for a price, determines how vendors respond, how much of our spend is covered, what we learn about the supplier economics, how to measure savings and track results, how we manage the category …

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Don’t Get Discouraged by the Little Things

Every business has good days and bad days. Sometimes you will not hit the numbers you want to see, and other times you will completely exceed expectations. There is little reason to get overly concerned about these small fluctuations unless they contribute to a consistent trend of losses. More often …

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