Author Barry Linetsky

Are Corporate Leaders Adhering To Their Corporate Purpose?

Is my company customer-centric?

The question of the underlying purpose of business and the role of corporate leadership has come up again in an excellent article by Joseph Bower and Lynn Paine, “The Error at the Heart of Corporate Leadership,” in the May-June 2017 issue of Harvard Business Review.

There are two general schools of thought about the purpose of a business, note Bower and Paine. Read more

Are Internal Customers More Important than External Customers?

If you have read my Ivey Business Review article When Customers Collide, you will know that I consider the very idea of internal customers to be harmful and imprudent.

But not everyone agrees, including very popular and successful businessmen like former BB&T CEO John Allison and excellence advocate Tom Peters. Read more

United Airways vs. Walt Disney on the Ethics of Customer Respect

Dumbo provides excellent customer service

On Sunday, April 9, 2017, United Airlines initiated action to remove a paying passenger from their plane because someone they deemed more important needed the seat. The more important person was an employee, not a customer. In forcefully removing Mr. Dao from the plane, security staff left him with a broken nose, broken teeth, and a concussion. As a result, lawyer Thomas Demetrio of Corboy & Demetrio held a press conference today (April 13, 2017) broadcast live on CNN in which, aside from announcing a pending lawsuit, he raised the general question of why companies think they can treat people this way.

It’s an appropriate and timeless question. Read more