1. THROTTLE: OFF 2. FIRE LIGHT: DEPRESS 3. FIRE EXTINGUISHER READY LIGHT: DEPRESS 4. …. These are the first few steps or IMMEDIATE ACTION PROCEDURES (IAPs) that make up the beginning of an emergency situation checklist for an engine fire in a garden-variety high performance aircraft. These steps are listed in BOLD in the checklist and are MEMORY…
Are your call center costs way too high? Are your customers’ experiences way too low? Poor customer care is not only pervasive and widely publicized, but seems to be getting worse. Witness the recent uproars about Dell Computer and AOL. More and more I have seen clients that are frantic, though internally focused, saying, “Our budget for handling…
I read a great blog post regarding the Value Proposition of seat belts. Seat Belts! Who would think that seat belts needed a marketing plan? Then again, I can remember riding in my Dad’s old Chevy pickup when I was a kid – and I’m fairly certain the thing didn’t even HAVE seat belts. However, if we can all…
This is a question that I recently felt compelled to flat-out ask a COO of a publicly traded Fortune 500 company in response to a series of comments he made to me during an engagement interview. His shocked response was, “Of course not…!” There was obviously a disconnect someplace. To be sure, we are living…
This article describes and diagnoses the following elements of the Brand Index and how in this new world it can be a significant competitive advantage. The shock wave of change The impact to the brand The importance of brand The ingredients of the brand The strategy to manage it And The analytical ingredients The value…
