When a friend recently tweeted a link to “Why Content Goes Viral: What Analyzing 100 Million Articles Taught Us,” I said to myself, “Yes! Here’s exactly what I—and everyone else—need to know.” As I read the first point I said, “Wow!” But that changed as I moved further through the conclusions. Here’s my full thought progression […]
I was pleased to be one of the judges at last week’s Connecticut Business Plan Competition sponsored by The Entrepreneurship Foundation and held at Gateway Community College in New Haven, Connecticut. Twice a year dozens of teams from the entrepreneurship classes at Connecticut’s private colleges, state universities and community colleges compete for cash awards, trophies […]
A customer service expert tells a wonderful story about a “random act of wow” by a restaurant chain. She was extolling the virtues of this restaurant and the story was about, in her words, “how they treat their customers.” It seems that a young woman was sick and confined to her bed at home. On […]
1. Find Opportunities by Questioning the Norm Being an entrepreneur is not about looking for the next big thing—it’s about looking for opportunities that you believe can and should change the way things are currently done. Look for those holes in the fences, the system-wide time-wasters, the places where things don’t scale—then gravitate to those […]
Some companies really understand customer service. They know how to hire for it, train for it and deliver it. Other companies claim to give customer service, but in reality, they are grounded in an operations mentality with rules and policies that allow for little flexibility, preventing them from being anything more than just average or […]