Let's Hear It For Customer Service

I’m writing this as I’m in the back of a taxi coming in from CDG to Paris.  Taxi drivers are not the first place to look for great customer service, but since I make part of my living by helping companies learn from their mistakes, maybe it’s a good place to start. 


Read the full Forbes post. 

Man Bites Dog

Every now and then you see something that makes you take notice and say, “Well, you don’t see that very much.”  Rarer still is when more or less the same thing happens multiple times, in different contexts and industries.

Read the full Forbes post. 

Not a "Happy" New Year for RIM and Kodak

The new year is off to a good start for lots of us, but the roll call of failed companies never ceases. After my countdown of the Worst CEOs of 2011, I heard from lots of people saying that Research in Motion (RIM) is actually a good stock to own because they are now a buyout candidate.  That's right, the company has been such a poor performer that now other companies may want to buy it!  I'm not so sure, take a look at my blog post on Forbes that came out yesterday.

The iconic company in the news the last few days is not RIM or even Apple, but one of the most influential companies in the history of American business, and innovation, Kodak.  Hard to believe for those of us who whet our teeth on Kodak cameras, but the company is on the verge of filing for bankruptcy.  What went wrong?  See my Forbes blog today for my take.