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Archive for May, 2012

What Comes First? The Cost or The Customer?

 Earlier this week I had an infuriating experience. An offshore customer service rep, working for a global Fortune 500 financial services firm, contacted my vendors to verify some financial information. In call after call, he mispronounced the name of my company during his inquiries. To make a long story short, his broken English created a Read more »

MadMen on Management: What to do when your boss feels threatened by you

Do you watch MadMen? I’m obsessed … especially by the portrayal of office politics at the fictional ad agency of Sterling Cooper Draper Price. Have you noticed that much has changed since 1966, yet so much remains the same? Case and point: Managers feel threatened by their direct reports. Last Sunday Night’s “Dark Shadows” episode Read more »