Entries by Barry Linetsky

Starbucks’ Howard Schultz on the Importance of a Business Mission

I really like this quote below from Howard Schultz, executive chairman and former CEO of Starbucks, on the importance of a business mission, and how they used both a top-down and bottom-up process to ensure inclusiveness when developing their strategic framework. Note that what Schultz was seeking first and foremost was an expression of guiding […]

The Business of Fake News

The Internet and platforms such as Facebook and Twitter have democratized the news business. Anyone can now participate as self-proclaimed media, regardless of their credentials, viewpoint, and moral integrity. As media consumers, we hope that the criteria for acceptability are the veracity of the story and quality of reporting, but that’s not always the case. In […]

Foundational Thinking for Good Business

High-level conceptual thinking is a critically important skill for successful business leaders. This skill consists primarily of the process of observation and logic to form concepts of increasing integration and complexity. When done right, lower-level concepts become embedded in higher-level concepts, with each rising conceptual level being an integration of appropriate and valid lower-level concepts. […]

Dr. Leonard Berry’s 10 Lessons of Service Quality

While working in the Corporate Planning & Development division at Aetna Canada with SVP Dobri Stojsic in the early 1990s, our small team of strategists was charged with developing a customer service strategy for the organization that would help Aetna become “the recognized leader in service to targeted financial intermediaries and group sponsors.” This was […]

I’m In Love With The Amazon Doctrine (or The Once and Future King)

I just learned about something called The Amazon Doctrine, which explains why I love amazon so much. The company’s leaders and guiding minds are committed to treating customers right. They invest, learn, and continually adapt to win and keep customers. They help me acquire knowledge, entertainment, and other solutions-oriented products to make me a more productive and […]