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IS THE UNITED STATES AT END OF EMPIRE?
America’s
economic primacy is pretty much 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… -
SERVICE TO THE CUSTOMER IN THE GIG ECONOMY
According to the Bureau of Labor
Statistics (BLS) there were roughly 16.5 million workers in the United States in 2017 who either had contingent work
arrangements – work engagements that were strictly temporary – or those who had
alternative work arrangements. Read More… -
MEXICO: A WORK IN PROGRESS
Editor’s note: The very same day I arrived in the city of
Monterrey the
local news reported that police had found six severed heads in the trunk of a car
parked at a gas station. I was in Monterrey to lead a seminar and workshop on
Service Management to a local group of business men and women over the coming
three days and this was hardly the welcoming I was expecting. Read More… -
SERVICE MANAGEMENT MUST COME TO THE WORLD OF NON-PROFITS
Editor’s note: A benefactor to a local opera house pledges a seven-figure donation over four years only to find that the head of the opera insists on the entire donation be made in one shot right then and there. Wisely, the donor ignores the strong-armed tactic and walks away leaving the charity empty handed. Read More…
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A SERVICE ECONOMY WITHOUT SERVICE: ANOTHER GREEK TRAGEDY IN THE MAKING
Editor’s note: 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 retail, to tourism is mediocre at best. Read More…
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REMEMBERING THE INFAMY OF MR. OBAMA’S VISIT TO HAVANA
Editor’s note: If a government’s mission is to be of service to its citizens, President Obama’s less than transparent visit to Cuba in 2016 betrayed the citizens of the United States. Mr. Obama’s visit was stagecraft meant to signal to the unquestioning that only he has a grasp of right and wrong. Read More…
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There Is More Than Coal, Steel, and Manufacturing at Stake
The Trump administration’s emphasis on U.S. job losses in steel, coal, and manufacturing industries to low-cost offshore locations is a justifiable emphasis given the devastation visited on Rust Belt communities after years of neglect and hostility by the Obama administration. Read More…
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The NFL Meltdown: A Case Study in Customer Mismanagement
The
National Football League is unique as a supplier for its ability to
heap scorn and abuse on its customer base while sponging it for all it is
worth. Read More… -
AMERICA’S SERVICE MELTDOWN’S IMAGE GALLERY
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AMERICA’S SERVICE MELTDOWN: RESTORING SERVICE EXCELLENCE IN THE AGE OF THE CUSTOMER
Raul talks about America’s Service Meltdown with marketing guru Barry Epstein.
http://www.youtube. Read More…
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