Résultats de "Patricia O'Connell" dans Toutes les catégories

Best-selling authors and business experts Thomas A. Stewart and Patricia O'Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C, are not designed for service - to provide an experience that matches a customer's expectations with every interaction and serves the company's needs. When customers have more choices than ever before, study after study reveals that it's the experience that makes the difference.

In the three years between 2010 and 2013, Texas aircraft repair shop owner, Clay Wheeler, his wife, and his employees experienced an array of events at Sparks County Airport that make the events at Utah’s Skinwalker Ranch pale by comparison. UFO sightings, alien intrusions, poltergeist activity, spirit manifestations, demonic presences and possessions, assaults, shootings, a government raid … and plain old murder.

Companies make headline news all the time for decisions that make many of us scratch our heads in wonder, even companies that are smart and successful. Here, Neil Smith, with more than 20 years of experience leading large-scale performance improvements, reveals the hidden barriers that cause excellent companies to do dumb things, and smart people within companies to act in dumb ways. Smith has identified 8 barriers that prevent organizations from achieving and maintaining sustainable success.