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Makati City
Tuesday, April 25, 2017
By Leonard L. Berry In the aftermath of the United Airlines fiasco when security personnel forcibly removed a paying customer from his plane seat to make room for one of the airline’s employees, here are some lessons that any service company should heed. Honor customers’ “perceived contract”, not the company’s...
By Scott McDonald When the public and politicians see businesses as agents or enemies of social policy, businesses must respond. President Donald J. Trump won the US presidency by promising to protect Americans from the ravages of international trade and immigration and by threatening punitive action against firms that use offshore...
By Scott Kirsner When a CEO announces a major initiative to foster innovation, mark your calendar. Three years later, many of these ambitious ventures will have quietly expired without an obituary. Large companies don’t lack for good ideas. And early data often shows that customers are willing to pay for them....
By Liane Davey Have you been putting off a difficult conversation? The longer you wait, the more obscured the facts will become. Without objective examples, the conversation is more likely to stray into emotional and judgmental territory. Also, a delay begs the response, “Why didn’t you tell me sooner?” If you deliver...
By Richard Straub & Julia Kirby How do we get more people involved in solving problems? Everybody is capable of creative thought and action. And great managers know how to tap that superabundant resource. They recognize that pooling creative energy accelerates progress—many minds make lighter work. But for this to happen, more...
By Alejandro Ruelas-Gossi Too often CEO’s find themselves stuck in what I call an innovation plateau—a chronic sameness of approach. I’ve identified four symptoms: Obsession with cost reductions. Lean is powerful, but having the “exact” number of people for today’s work jeopardizes the future by not leaving “extra” people to...
By Vivek Bapat Banyans are among the world’s largest and longest-living trees. Not surprisingly, the banyan’s visual distinctiveness has come to symbolize magnificence, immortality and stature—attributes associated with strong leadership. There are good reasons this metaphor is so popular. Like the banyan, many well-regarded leaders get their start by capitalizing on...

Homophobia at the Office

By Thomas Roulet TO better understand the causes and consequences of homophobia in the workplace, we interviewed 18 gay and lesbian auditors in the Big Five accounting firms in France and followed up with them over the course of two years. The good news is that our study revealed no obvious...
By Matthew E. Kahn & Daxuan Zhao Photos by Christian Åslund & The Norwegian Polar Institute In our new paper for the National Bureau for Economic Research, we argue that the presence of climate skeptics reduces the aggregate demand for products that help with climate adaptation—which means that innovative companies are...
By Denise Lee Yohn Wal-Mart’s recent decision to offer free two-day shipping for online orders, no membership required, is the latest in a series of moves that the company has made to fight Amazon.com and grow its e-commerce business. Last year Wal-Mart  purchased Jet.com and installed Jet’s founder, Marc Lore,...
By Paul Leinwand & Vinay Couto The best-run companies think of cost management as a way to support their strategies, and of costs as precious investments that fuel their growth. They put their money where their strategy is and cut bad costs to redirect resources toward good ones. Management teams at...
By Kon Leong United States Supreme Court Justice Potter Stewart once said, “Ethics is knowing the difference between what you have the right to do and what is right to do.” New data technologies have blurred those boundaries. Corporations can now collect an unprecedented amount of unstructured data—the data created by...
By David W. Ballard In the midst of the US presidential campaign, the American Psychological Association (APA) surveyed a representative sample of the American work force, and found that one in four employees was negatively affected by political talk at work. Although some workers bonded with their colleagues over shared political...
By Andrew Chamberlain In a new study, Glassdoor data scientist Morgan Smart and I looked at more than 5,000 job transitions from a sample of thousands of résumés shared by job seekers on Glassdoor from 2007 to 2016. Among the factors that drive employee turnover: MOBILITY. Workers who stay longer...
By Jennifer Mueller When consumers believe that a product is creative, they’re more likely to buy it. But not everyone agrees on what “creativity” looks like. Jeffrey Loewenstein and I recently published a study examining why a product is seen as creative in the world’s two largest economies, the United States...

What the best mentors do

By Anthony K. Tjan Mentorship doesn’t always work unless leaders bear in mind a few common principles: Put the relationship before the mentorship. All too often, mentorship can evolve into a “check the box” procedure instead of something authentic and relationship-based. Mentoring requires rapport. At best, the mentoring relationship should...
By J. Yo-Jud Cheng & Boris Groysberg Among the greatest challenges facing corporate boards today is one for which directors feel least prepared: cybersecurity. Yahoo’s disclosure in December of what could be the largest data breach in history was hardly an isolated incident. Indeed, the Guardian newspaper dubbed 2016 the...
By Pete Slease, Rick DeLisi & Matthew Dixon Practitioners have long debated which metric is best for assessing the performance of a service organization. We’d submit that the worstservice metric is average handle time, or AHT, which is principally a measure of call length, or, more simply, talk time. AHT...
By Uzma Khan & Daniella Kupor Which sweepstakes is more attractive: one that offers an all-inclusive beach getaway or one with the same getaway, as well as a chance to win smaller prizes? You obviously stand a greater chance of winning something in the sweepstakes that offers more prizes. This is...
By Ron Carucci For many executives, the concept of organization design is an oxymoron. They’re so consumed by working in the organization that they lack the patience to work on the organization. Here are guidelines for successful redesign: Organize around competitive advantage. If your edge is responsiveness or speed, the organization...
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