By Francis Click here for the audio version. What can be done about the apparent high level of dissonance between local brands and their respective customers? Most executives and customers at companies like JPS, Digicel and NCB want a close, trusted relationship, but why do managers complain that this outcome is harder to deliver than...

By Francis You can find the audio version of this article here. We Jamaicans have a difficulty noticing high standards, even when they hit us right in the face. This habit ruins organizations when leaders are the worst culprits. For example, even our savviest business leaders sometime fall for hucksters who promise miracle “opportunities” which...

By Francis It’s obvious in hindsight. Our very best customer service memories happened when something special left us different than we were before. As a result, when we approached the seller again, we were not the same person: we had been transformed. Lest you think this is an impossible task for your business, take another...