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GLOBALIZATION: AN ANTI-DEMOCRATIC NIGHTMARE IN THE MAKING
GLOBALIZATION FOR ONE AND FOR ALL
Supporters of globalization argue that the world is facing a historical inevitability: a stage that all nations must experience as they are swept away by the inexorable forces of modernity. Read More… -
THE ROAD TO MEDIOCRITY: THE CONTINUED EROSION OF CUSTOMER SERVICE
MEDIOCRE SERVICE IS THE NEW NORMAL
The road to customer service mediocrity grows increasingly congested. In business, nearly two-thirds of consumers change suppliers for reasons having to do with poor service. Read More… -
THE SERVICE ETHIC: THE ULTIMATE GUARANTOR AGAINST MORAL HAZARDS
WHAT IS A MORAL HAZARD?
It is commonplace that companies over-commit, over-sell, and over-promise in an effort to make a sale, and in a broader context to steal a march on the competition. Read More… -
THE U.S. SERVICE ECONOMY IS IN THE RED ZONE
THE PROCESS OF EXPORTING AMERICA CONTINUES UNABATED
Even the most begrudging observer realizes that the nation has pretty much ceded industrial production to offshore locations. Read More… -
A SERVICE ECONOMY WITHOUT SERVICE: ANOTHER GREEK TRAGEDY IN THE MAKING
A SERVICE ECONOMY IN DISARRAY
The Service economy of Greece accounts for roughly 80% of GDP. So one would think that with so much riding on this crucial sector of the economy that the nation would excel in its delivery of service. Alas, that is not the case. Service across the board in key industries, from energy, to telecommunications; from transportation, to tourism is mediocre at best. Read More… -
AMERICA’S GOLDEN AGE: A THING OF THE PAST?
America’s Golden Age is behind us. And, I don’t believe there is any chance of reversing a trend that began thirty plus years ago. The best case scenario for the nation is to arrest the rate of economic decline – never mind social and cultural decline, which are probably lodged in irreversible decay. Read More…
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A DISREGARD FOR SERVING THE PUBLIC: THE UNITED STATES GOVERNMENT AT WORK
A visitor to my blog recently asked:
“I’m interested in your perspective on the recent government stalemate regarding the debt ceiling. Is this a total disregard for serving the public or rather two sides that are firmly looking to serve their constituents? Your book addresses how to reconcile the seemingly different objectives of pursuing revenue and customer satisfaction. Read More… -
REMEMBERING THE INFAMY OF MR. OBAMA’S TRIP TO HAVANA
THE GREATEST SHOW ON EARTH
Mr. Obama’s visit to Cuba in 2016 was stagecraft at its finest. It is noteworthy, however, that Mr. Obama’s Keynote speech was delivered at the Gran Teatro, a storied music hall confiscated by Fidel Castro.
The group of Cuban-American businessmen who accompanied Mr. Read More… -
SOLVING THE PRINCIPAL-AGENT PROBLEM IN CUSTOMER SERVICE
“My boss hits me over the head each time he thinks I’m spending too much time on the phone dealing with a customer’s issue.” Ouch! That was the way a caller put it while I was doing a radio interview sometime ago. Read More… -
GERMANY HAS WELCHED ON ITS MORAL OBLIGATIONS BEFORE
President Trump and several of his administration’s officials have recently pointed out that Germany has been shirking its 2 percent of GDP defense budget target agreed to as recently as 2014. To be sure, Germany is not the only European nation which chooses to finance national defense on the cheap. Read More…
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