Focus On The Customer Experience
Focusing on the customer experience requires putting the customer at the center of everything you do, adding new dimensions to the old idea of customer-centric management. Focusing on the customer experience means that we have to look at every element and every stage of the customer’s contact with our people, systems, and processes: the retail spaces where
Lead From The Front
A leader must lead from the front and not from the sidelines.
U.S. Manufacturing Success Requires Policy Changes
Despite our success, it is true that the U.S. has serious challenges in manufacturing. For example, in 2000,China replaced the U.S. as the world’s second leading exporter, with the EU as number one. Today, America’s global market share of manufactured exports ranks third (as opposed to total manufacturing, where we still rank first) because our export share has declined from 19 percent
The Economic—and Demographic—Case for Immigration Reform
Since the November election, there has been much talk in Washington and on the pundit circuit about America's changing demographics, especially the "Latino vote" and the new realities of political campaigning. There has also been considerable wrangling over immigration and what it means for a country that is a nation of immigrants but is more crowded than