the ceo magazine, customer service,
Chip R. Bell, Author, Kaleidoscope: Delivering Innovative Service That Sparkles

The super cool feature of a kaleidoscope is not the charming images that take our breath away.  Or, the fact that, unlike a magnifying glass or set of binoculars, you get to actively engage with the kaleidoscope to create swoons and grins. It is the fact that the kaleidoscope has character.  The gems inside never change but are reflected through a series of mirrors.  You don’t open up a kaleidoscope to replace the gems.

the ceo magazine, business growth,
Leonard Sherman, Author, If You’re In A Dogfight, Become a Cat! – Strategies for Long-Term Growth

The time to rethink three widely believed, but outdated management ideas is long overdue.

1. There are “good” and “bad” industries

In the late 1970s, Michael Porter’s seminal article on business strategy -- How Competitive Forces Shape Strategy -- established five industry characteristics to explain why some companies are inherently more profitable than others.

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