Customer Experience Matters

In a continuation of the look back at my first two years of blogging, today I’m listing some of my…

Favorite Recession Management Posts

The essence of leading in a recession is captured by this quote by John F. Kennedy:

The Chinese use two brush strokes to write the word ‘crisis.’ One brush stroke stands for danger; the other for opportunity.

While there is some debate as to the accuracy of JFK’s interpretation, the sentiment is right. Here are some of my fsvorite posts about managing in a recession:

• The Customer Experience Journey To Oz (6/29/09). Managing in the recession takes heart, brains, and courage.
• Recession And Innovation From Wool To Hulu (3/18/09). Five smart people talk about the opportunity for innovation in a recession.
• Customer Experience Correlates To Loyalty (2/18/09). The correlation between customer experience an loyalty got stronger during the recession.
• Retail Execs Discuss Leading In A Recession (1/16/09). Good advice from senior execs at The Container Store, Polo, and Neiman Marcus.
• Recession Leadership: Be Real, Communicate, And Look Ahead (1/9/09). Great insights from guru Ram Charan.
• Turn Hard Times Into Goat Stew (12/24/08). Interesting, yet somewhat disturbing story about a butcher making the best of a bad situation in Afghanistan.
• Deciphering The Current Economic Situation (12/12/08). Extremely insightful explanation by a McKinsey director about why capitalism causes recessions.
• Recession Insights From Zeller’s CEO (11/7/08). I defined four questions that senior execs need to ask in a recession.
• Jeff Immelt On Managing In A Downturn (10/29/08). Must-read advice from the GE CEO to his business leaders.
• Recession Strategies From IDEO And Potatoes (10/23/08). Story about how the recession changes consumer habits.
• Keep Customer Experience Momentum In A Recession (5/2/08). My eight steps for keeping your company focused on customer experience.
• Lead Your Company Out Of A Downturn (2/16/08). Execs need to decide whether to manage their companies through the recession or lead them out of it.

The bottom line: Recessions require more leadership than ever.