Many years ago, while consulting with the Customer Service unit of a consumer products company, I came across a book by Jan Carlzon, then president of Scandinavian Airlines System (SAS), called “Moments of Truth.” This phrase, which has now entered the business vocabulary, described the contact between a customer and a company representative that can […]
/content/uploads/2017/02/HENSON-LOGO.png00tagonline/content/uploads/2017/02/HENSON-LOGO.pngtagonline2019-04-01 10:00:202019-02-06 19:45:32Global Leaders’ Moments of Truth
In her book “Overwhelmed” (on the pressures of work-life balance, among other topics), Brigit Schulte describes her trip to Denmark and her interviews with working couples there. Here’s what she writes about work life in that country: “Danes don’t live to work. Danes work hard … but they work in a very focused way. Lunch […]
/content/uploads/2017/02/HENSON-LOGO.png00tagonline/content/uploads/2017/02/HENSON-LOGO.pngtagonline2019-03-25 10:00:582019-02-06 19:43:04Slicing the Culture Pie
“Culture” has been in the business news again lately, from General Motors’ failure to recall its faulty ignition switches to the replacement of an outsider for Target’s new CEO. Those of us who have worked for more than one company, and/or have friends and acquaintances who work for different companies, know how powerful corporate culture can […]
/content/uploads/2017/02/HENSON-LOGO.png00tagonline/content/uploads/2017/02/HENSON-LOGO.pngtagonline2019-03-18 10:00:432019-02-06 19:41:10Coming to Grips with Corporate Culture
Global Leaders’ Moments of Truth
/in Cross-Cultural Management, Global Business, Leadership /by tagonlineMany years ago, while consulting with the Customer Service unit of a consumer products company, I came across a book by Jan Carlzon, then president of Scandinavian Airlines System (SAS), called “Moments of Truth.” This phrase, which has now entered the business vocabulary, described the contact between a customer and a company representative that can […]
Slicing the Culture Pie
/in Cross-Cultural Management, Global Business /by tagonlineIn her book “Overwhelmed” (on the pressures of work-life balance, among other topics), Brigit Schulte describes her trip to Denmark and her interviews with working couples there. Here’s what she writes about work life in that country: “Danes don’t live to work. Danes work hard … but they work in a very focused way. Lunch […]
Coming to Grips with Corporate Culture
/in Cross-Cultural Management, Global Business, Leadership /by tagonline“Culture” has been in the business news again lately, from General Motors’ failure to recall its faulty ignition switches to the replacement of an outsider for Target’s new CEO. Those of us who have worked for more than one company, and/or have friends and acquaintances who work for different companies, know how powerful corporate culture can […]