If you knew that each time you engaged with a customer, the relationship was going to be long-term, do you think it would change the way you interact with them? Absolutely it would! Jonathan Hornby, of SAS, discusses this very idea in his new book, Rad… more »

I had never seen so much raw emotion and anger tear into concrete and steel. Bare-handed with picks, shovels and spray paint, a snarling, tearful crowd attacked the 11-foot wall with no regard for their own safety. They were going to rip it down, flesh a… more »

When the going gets tough, the tough make things simple. During the Great Crash of 1987--still the biggest one day drop in stock market history--our stock in Charles Schwab Corp. dropped 70% in a day. This seemed like a perfect time to accept the job of… more »

This week, I saw our dear friends at the Leader to Leader (formerly Drucker) Institute dinner: Ford CEO, Alan Mulally, was ebullient after announcing much better than expected results in a very tough market. As the only American car company to avoid a… more »

Everybody talks about the importance of customer service in a successful business. But what is that secret ingredient the special sauce that really makes the difference between success and failure? Alex von Bidder, of the Four Seasons Restaurant in New… more »