The Marketing Bureau

By Steven Howard
First Published on www.responsibilityblog.com

Here's some research Qantas CEO Alan Joyce probably wished he had read before he decided to shut down the airline's entire fleet two weekends ago. Read more >>

Do Small Things with Great Love
By Bill Taylor
First Published on hbr.org

The world confronts vast uncertainty, from unrest in the social climate to accelerating shifts in the climate itself. The economy faces huge challenges, from public-debt crises in Europe to the overhang of mortgage debt in the U.S. The business community faces an ongoing series of stops and starts, from the loss of an icon like Steve Jobs to the rise of new-economy giants like Amazon and Facebook. Read more >>

5 Best Practices Enabling Employees To Create One
By Haley Barrile
First Published on www.mycustomer.com    

Consultants can’t make your culture more customer-centric - only your people can. Frontline employees play a key role in managing and determining the quality of customer experiences. They work with customers every day and are the main points of contact for the relationships your customers have with your business. But empowering your frontline is easier said than done. Read more >>

Recession-Weary Consumers Take Discounts to the Extreme
First Published on knowledge@wharton

United States - Before Joanie Demer even sets foot in a grocery store, she thoroughly maps out her game plan. First, Demer, a married mother of two, gets her hands on several of the glossy circulars from her local Sunday newspaper and files away a few copies of each coupon inside. Next, she checks her favorite Internet coupon aggregators -- Smart source.com, Redplum.com, as well as her own site, TheKrazyCouponLady.com -- for printable coupons. She scours Facebook and company websites for other deals and uploads barcodes for vouchers to her smartphone. Read more >>