Win-Win Is Not Enough

Companies today are navigating an increasingly complex business environment with consumers who have the ability to not only provide rapid feedback but to do so in a highly-public way. Offering a superior product or service is imperative to gain—and keep—customers. But...

What Customers Want You to Know About Your Merger

When Amazon announced that it would acquire Whole Foods, I thought it was a smart logistics move. Amazon could increase its business by offering fresh food from a significant network of stores that already exist. I don’t doubt the company’s ability to deliver kale,...

Where’s My Reward?

Last week, I spent four days at the beach off the coast of South Carolina. The island I visited is home to many deer, raccoons, seabirds, and other creatures that slither and leap. The deer are especially curious. They approach almost any person within their view....

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