Relax, you better get used to it-it’s only globalization: VOICES FROM THE INDUSTRY

Globalization, like all sweeping economic trends, provokes a widespread disquiet. Specifically, we fear that somehow, if it continues unchecked, people in the United States will lose their high-paying jobs and we will devolve into a lowwage service economy. As China gains, we lose. To borrow a phrase from Thomas Friedman, they’re frightened that the flattening of the world economy will flatten us. It is true that traditional manufacturing jobs are fewer now than before. And, lots of things are made…

Read More

Service an edge for small firms: Make most of ‘moments of truth’:

“If we don’t take care of our customers, someone else will.” This unattributed quote sums up the challenge facing every business, and especially small companies in the service and retail sectors. It’s difficult for them to compete with their large counterparts on price-the neighborhood hardware store simply can’t sell as cheaply as Wal-Mart. But they can win on customer service by seizing critical moments where customers can walk away delighted or disappointed. Successful service encounters, where these “moments of truth”…

Read More