Chaotics is the title of Philip Kotler's new book, co-authored with John Caslione. Fundamentally, it is a book of lists - seven factors that can cause chaos in the business environment, 10 innovation mistakes to avoid, three behaviors to ensure a new mindset, eight questions to create an "early warning system," four escalating levels of complexity, eight steps to more effective scenario planning, ten practices to weather extended periods of turbulence, four key changes in the marketing landscape, five components of planning for today, five components of planning for tomorrow, seven elements of a company's reputation, five questions having to do with "business enterprise sustainability," eight components of a "firm of endearment," along with four traits and four practices of long-lived companies.

Continue reading "Chaotics: A Book for Businesses in Turbulent Times" »

Posted by Don Peppers at 12:53 PM | Permalink | Comments (1) | TrackBacks (0)

It's amazing to me that in this economy, where supply outnumbers demand and customers are very choosy about where they spend money, that many retailers still look to short-term discounts to woo customers. Business experts everywhere emphasize the importance of customer retention and loyalty, but retailers, even those with loyalty programs, need to rethink their loyalty strategy.

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Posted by Elizabeth Glagowski at 10:28 AM | Permalink | Comments (0) | TrackBacks (0)

This recession has hit almost every part of the business world. White collar jobs as well as part-timers are seeing their hours cut or disappear altogether. Even last week's episode of 30 Rock highlighted the desperation of people trying to save their jobs (and straws). As companies cut across the board, how will it affect customer service? After all, the way companies can get through this mess is by strengthening their current customer relationships. But does that concept make it past the budget review?

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Posted by Elizabeth Glagowski at 9:51 AM | Permalink | Comments (1) | TrackBacks (0)

Sometimes forgotten amid the news of stimulus packages, bailouts, mortgage meltdown, and market crash are the series of bankruptcies that have left big-box stores around the country vacant. In any other year, the failure of Circuit City, Linens n Things, and a number of other brands would be the top story of the day. These stories aren't getting the coverage they deserve, and the question of whether big retail chains can survive isnt being asked. Is it time we reconsider whether the dominance of Wal-Mart, Best Buy, Home Depot, Lowe's, and their big-box cousins should come to an end and be replaced by smaller, locally-owned stores that existed in decades past?

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Posted by Jeremy Nedelka at 1:17 PM | Permalink | Comments (7) | TrackBacks (0)

Generally, offering customers more choices is a good thing, right? United Airlines doesn't agree, since the company announced that it was closing a call center in India that handled customer complaints and compliments. What does United suggest customers do instead of call? Write an email or letter. If you think this sounds backwards, you're not alone.

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Posted by Jeremy Nedelka at 1:47 PM | Permalink | Comments (0) | TrackBacks (0)