Book review: Customer service in the age of consumer generated content

Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 by Pete Blackshaw (Doubleday, $25) I'm reliving happy childhood memories yet having serious second thoughts. Maybe it's because of heat stroke after a day at Long Point Provincial Park or the hour that's left until our daughter's soccer game. Whatever the reason, my health-conscious wife suggestsContinue reading “Book review: Customer service in the age of consumer generated content”

Book review: Leadership skills for an uncertain future

Leaders Make the Future- Ten New Leadership Skills for an Uncertain World By Bob Johansen (Berrett-Koehler Publishers, Inc., $26.95) So here's a cheery thought. What if, in 2019, we look back on today and reminisce about the good old days? Days that, in retrospect, were kinder, gentler and simpler. Days when job losses and bailoutsContinue reading “Book review: Leadership skills for an uncertain future”

Book review: Strategy for Sustainability

Strategy for Sustainability: A Business Manifesto By Adam Werbach Harvard Business Press ($25) Contrary to what consultants love to tell us, you don't actually have to lose sight of the shore to discover new lands. Just book yourself a Sunday afternoon cruise on the Hamilton Harbour Queen. The captain and crew do a great jobContinue reading “Book review: Strategy for Sustainability”