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To Really Succeed, Find and Stay in Your Lane

In business, some argue that diversification is the solution to competition.  Do a little of everything and the company will always be busy and safe from being unemployed or out of business.  But, some argue, dabbling is not career insurance.  In fact, … Continue reading

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How Seeing Leads to Success, Part 3

Word Count: 1,425Estimated Read Time: 6 Min. Applying Genchi Genbutsu to Even Complex Industries For the last two weeks, we’ve been looking at Genchi Genbutsu, one of the building blocks of continuous improvement that is part of the thirteen pillars … Continue reading

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How Seeing Leads to Success, Part 2

Word Count: 1,577Estimated Read Time: 6 Min. The Universal Applicability of Genchi Genbutsu and Gemba Walks In September 1956, US President Dwight D. Eisenhower delivered a speech at Bradley University in which he said “Farming looks mighty easy when your … Continue reading

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How Seeing Leads to Success, Part 1

Word Count: 1,598Estimated Read Time: 6 Min. Unveiling the Power of Genchi Genbutsu and Gemba Walks There is an old saying that “seeing is believing.”  But for Japanese business leaders, seeing is not focused on whether information should be trusted … Continue reading

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Perspective-Taking and Mentalizing:  How to Change the Ordinary into Extraordinary to Supercharge Business, Part 2

Word Count: 1,257Estimated Read Time: 5 Min. How we look at and think about things matters a lot.  Our thoughts make a HUGE difference in our attitude, energy, creativity and enthusiasm.  And, in business, one’s perspective can either overlook a … Continue reading

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Perspective-Taking: How to Change the Ordinary into Extraordinary to Supercharge Business, Part 1

Word Count: 1,589Estimated Read Time: 6 Min. Business is not always exciting.  Between peak moments – landing a big client, forging an important partnership, expanding into a new market or launching a new line of business – there are many … Continue reading

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White Glove Customer Service is the Great Equalizer, Part 3

Across the board, customer service seems to be on the decline, fueled by automation, staffing shortages, and cost-cutting. In the face of that, consumer advocacy groups and forums are rising, providing a voice for the voiceless, promoting transparency, and driving data-driven insights. But these platforms are also amplifying negativity, bias and isolated incidents, making it harder for companies to satisfy customers, which fuels a downward spiral. But this could be a boon for smart companies. As Rita Calahan said, “every complaint is an opportunity to improve.” In the battle for market share, delivering White Glove Service (at a time when most other companies are falling short) is the great equalizer. By harnessing the power of consumer feedback for constructive dialogue and positive change, savvy businesses can deliver white glove service and win market share.

Here’s how. Continue reading

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White Glove Customer Service is the Great Equalizer, Part 2

In a world saturated with digital interactions and impersonal transactions, genuine human connection and personalized service have become the ultimate luxuries. This is where the alluring concept of “White Glove service” takes center stage. But what exactly does that entail, and how can businesses harness its power to elevate customer experiences? And, does it really reap tangible rewards? Here we reveal the formula to White Glove service and why it’s worth it.

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White Glove Customer Service is the Great Equalizer, Part 1

Everyone’s looking for the next billion dollar idea. Every entrepreneur wants to build the next ‘better mousetrap.’ The next “Big Idea.” The next Unicorn. The next App. They want to make a product or deliver a service faster, easier, smarter, cheaper, etc. But what if the next “Big Thing” is actually the same old thing, just with much better service? Here is the truth that no one wants to talk about… there is a customer service leak and it has spread to all industries. Hospitality. Aviation. Insurance. Healthcare. Property Management. Banking. Law. Accounting. No industry is exempt. But this is good news for companies that can deliver exceptional customer service. Is your business delivering white glove customer service? Just exactly what does that look like?

If you’re not sure, read on. Continue reading

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A Big Hairy Audacious Goal and the Bannister Effect

Word Count: 1,659Estimated Read Time: 6 ½ Min. It’s the start of 2024.  You made a list of resolutions.  You wrote out personal, professional and/or business goals.  You sketched out a plan of action.  And determined company leaders have set … Continue reading

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