Jagdip Singh, a professor of marketing at the Weatherhead School of Management at Case Western Reserve University, explains his research team’s new findings about customer satisfaction. He says apologizing is often counterproductive and that offering customers different possible solutions is usually more effective. He discusses what companies can do to help service representatives lead interactions that leave a customer satisfied—whether or not the problem has been solved. Singh’s research is featured in the article "‘Sorry’ Is Not Enough" in the January–February 2018 issue of Harvard Business Review.

Kenneth Frazier, the CEO of the pharmaceutical company known as MSD outside of North America, discusses his upbringing and how it influences his leadership as chief executive. He is one of the few African-American CEOs in the Fortune 500, and shot to prominence after resigning from a council advising the Trump White House. Frazier discusses the importance of values in leadership and how Merck thinks about R&D and drug prices.

Kimberly Whitler, assistant professor at the University of Virginia Darden School of Business, believes the days of transplanting well-worn Western marketing practices into national markets may be numbered. She has researched marketing campaigns in China and finds they are faster, cheaper, and often more effective than traditional Western ones. Moreover, she argues they may be better suited to today’s global marketplace. Whitler is the author of the HBR article “What Western Marketers Can Learn from China.”

Scott Kupor, managing partner at Andreessen Horowitz, says there's a lot about navigating the venture capital world that entrepreneurs don't understand. Some can't figure out how to get in the door. Others fail to deliver persuasive pitches. Many don't know how the deals and relationships really work. Kupor outlines what he and his partners look for in founding teams and business ideas and explains how start-ups work with VCs to become successful companies. He also discusses how Silicon Valley can do a better job of finding more diverse talent and funding new types of ventures. Kupor is the author of the book "Secrets of Sand Hill Road: Venture Capital and How to Get It."

Ethan Bernstein, associate professor at Harvard Business School, studied how coworkers interacted before and after their company moved to an open office plan. The research shows why open workspaces often fail to foster the collaboration they’re designed for. Workers get good at shutting others out and their interactions can even decline. Bernstein explains how companies can conduct experiments to learn how to achieve the productive interactions they want. With Ben Waber of Humanyze, Bernstein wrote the HBR article "The Truth About Open Offices."

Horst Schulze, cofounder of The Ritz-Carlton Hotel Company, started out cleaning ashtrays as a busboy before working his way up through some of the world's best hotels and becoming COO of Ritz-Carlton and later CEO of Capella Hotel Group. He shares the principles of stellar customer service to which he credits his success — and explains how they apply to every business. Schulze is the author of the book "Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.”

Wags-n-Whiskers-Giftbaskets.com showcases a wide range of gifts and gift baskets dedicated to pet lovers concerned with the health and welfare of their four-legged companions.

The Situation Where service goes, Meg Stagina will follow. After all, as Executive Director of the Greater St. Louis Dental Society, the recognized professional resource for dentists in both their business and in their patients’ care, she knows a thing or two about how exceeding service standards leads to patient acquisition and retention for her...

The post Following Top-Tier Service to Navigate Change for the Greater St. Louis Dental Society appeared first on Anders CPA.

The Situation Samantha Rudolph and her husband, Jared, received an Arch Grant in 2015 to take their company, Babyation, founded on their proprietary redesign of an improved breast pump, to the next level. Fantastically, a cadre of vendors comes with the award—St. Louis companies that volunteer their time and talents to help startups navigate everything...

The post Collaboration and Strategic Startup Advice: the Perfect Fit for Babyation appeared first on Anders CPA.

No matter the size of the organization, if you’re serving on the board you want to feel confident that the organization has the right governance policies and practices in place. Those pesky Form 990 questions actually offer a fantastic checklist… Read More

The post Not-for-Profit Board Governance Best Practices to Implement appeared first on Anders CPAs.

The Situation
Where service goes, Meg Stagina will follow. After all, as Executive Director of the Greater St. Louis Dental Society, the recognized professional resource for dentists in both their business and in their patients’ care, she knows a thing… Read More

The post Following Top-Tier Service to Navigate Change for the Greater St. Louis Dental Society appeared first on Anders CPAs.

1. Hearing Held to Reauthorize the National Apprenticeship Act

On Wednesday, March 4, 2020, the Higher Education and Workforce investment Subcommittee held a hearing to discuss reauthorizing the National Apprenticeship Act. The National Apprenticeship Act, originally passed in 1937, will be amended to expand the apprenticeship system to include broader forms of apprenticeship programs. This discussion is centered around how to modernize the Act and bring apprenticeships into the 21^st century.  

NECA’s Look Ahead: Preserving these valued apprenticeship programs is a priority. NECA continues to work closely with legislators while this bill is being shaped.

2. NLRB Chairman and General Counsel to Testify Regarding Funding     

Next week, the Chairman and General Counsel of the National Labor Relations Board are scheduled to testify before the House Appropriations committee. This hearing is anticipated to be contentious with lawmakers inquiring as to the reasons behind the Trump Administration’s request to lower the board’s funding by 10%. At the same time, the NLRB’s regional offices are plagued with under-employment and the board itself is dogged with hearings and legal challenges over ethical conflicts of interest.

NECA’s Look Ahead: While historically the National Labor Relations Board has been a contentious and often politicized place, this hearing is expected to highlight the new level of dysfunction that now riddles the Board. NECA believes that lawmakers should continue to fully fund the NLRB and encourage their leadership to expedite the hiring of their regional offices.

3. Congress Passes Coronavirus Funding Bill

On Wednesday, March 4, 2020, Congress passed a NECA-supported bill, H.R. 6074, the Coronavirus Preparedness and Response Supplemental Appropriations Act.

NECA’s Look Ahead: This bill addresses the critical funding issues surrounding the U.S. response to the Coronavirus outbreak. The bill includes the following:

• $4 billion to make diagnostic tests more broadly available

• $2.2 billion for the Centers for Disease Control and Prevention (CDC) for a robust response, including:

• $1 billion exclusively for state and local response efforts
• $300 million for CDC’s Infectious Diseases Rapid Response Reserve Fund
• $20 million to administer disaster assistance loans for small businesses impacted by the virus.
• $1.25 billion for the State Department and (USAID)
• $264 million to evacuate Americans and maintain consular operations overseas

1. NECA Helps Secure Construction Industry Exemption in Final IRAP Rule

On March 10, 2020, the Department of Labor released the final rule of the Industry-Recognized Apprenticeship Programs (IRAP) regulation. The final rule contains a permanent construction industry exemption, thereby protecting our industry from participation in IRAPs. NECA released a statement thanking the Administration for recognizing that the construction industry has longstanding expertise in the creation and execution of apprenticeships.

NECA’s Look Ahead: NECA strongly advocated for the construction industry’s exemption, with thousands of NECA contractors sending comments to the Department of Labor. By securing this exemption, the long-established, gold standard apprenticeship model that NECA Contractors utilize will remain intact and not be subjected to these parallel programs which will operate with less scrutiny and limited educational requirements.

2. The House Introduces Legislation to Address COVID-19 Outbreak

Washington D.C., like the rest of the nation and world, is responding to the outbreak of the COVID-19 (Coronavirus). On the evening of March 11, President Trump addressed the nation live from the  Oval Office. On Capitol Hill, negotiators continue to work to find a compromise between competing coronavirus response bills.

NECA’s Look Ahead: In response to the crisis, the Senate plans to cancel a previously scheduled recess week. The House will gavel out today and will return to Washington D.C. on March 23, 2020 to finish the negotiations on a final response package. NECA CEO, David Long, released the following statement in response to the legislative and regulatory negotiations: “ NECA government affairs remains fully engaged with Members of Congress, the Department of Labor, and OSHA on how to best handle the COVID-19 outbreak with safety being a top concern for our contractors and their employees. We continue to monitor legislation coming out of Congress to address the economic impact of this outbreak and will inform our contractors on how to best work with the new regulations when they are finalized.”

3. NLRB Chairman Testifies Regarding Funding      

On March 11, 2020, the House Committee on Appropriations held a hearing on the National Labor Relations Board Budget Request for FY 2021. Testifying on behalf of the NLRB was the Honorable John Ring, Chairman of the National Labor Relations Board. The NLRB budget request and justification documents can be found here.

NECA’s Look Ahead: The NLRB’s FY 2021 budget request funds their mission to protect the rights of employees, unions, and employers under the National Labor Relations Act (NLRA). NECA believes that lawmakers should continue to fully fund the NLRB and encourage their leadership to expedite the hiring of their regional offices.

The time is right to focus on the role of virtual agents in improving customers' service experiences

Faster authentication can reduce contact center costs, help eliminate the need for security questions, and contribute to an enhanced customer experience

TBWAWorldwide uses content services platform as foundation for "cloud-first" directive

There are seven reasons to modernize ECM systems

As price transparency continues to be a main priority in the health care industry, the Centers for Medicare and Medicaid Services (CMS) is helping consumers make cost-effective decisions with a new online tool.
The Procedure Price Lookup tool displays national… Read More

The post CMS Offers New Price Transparency Tool for Medicare Procedures appeared first on Anders CPAs.

Clay M. Kniepmann, JD, CPA, CFE, Kevin P. Summers, JD, CPA/ABV/CFF, CVA, CDFA, CEPA and Thomas E. Hilton, MSF, CPA/ABV/CFF, CVA, CGMA are speaking at the Missouri Society of Certified Public Accountants (MOCPA) Fraud & Forensic Accounting Conference on November… Read More

The post Forensic and Litigation Services Group Speaking at MOCPA Fraud & Forensic Accounting Conference appeared first on Anders CPAs.

Cognitive/AI technologies for customer engagement are white hot. No wonder professionals, who had removed AI from their resumes, are scrambling to add it back in!

Enterprise search projects start with intentions to provide ?Google for our organization' but too often fail to deliver on that promise. In our experience, these projects fail due to a lack of sustained effort and governance. The commercialization of next-generation search technologies allows you to fulfill this promise if you take a systematic approach to implementation.

The consumer has spoken. Forrester Research asked 5,000 of them, "What created the biggest pain when you contacted a business for customer service?" They answered lack and consistency of agent knowledge, followed by the difficulty of finding relevant answers on company websites. So, what is driving this dissatisfaction?

Connecting marketing and customer service through data and digital workflows

There are special provisions for the shifting of a registered office to another State or Union Territory, within the same state under the jurisdiction of the same Registrar and shifting of registered office from the jurisdiction of one RoC to another RoC in the same state.

In most cases, employees today spend over fifty per cent of their waking hours at the workplace, and that environment greatly influences their performance.

The ABC will give all Australians, no matter where they are, access to this year’s Anzac Day commemorations, with extensive coverage across its radio, television, digital and social media platforms.

Brand equity: Tete-a-tete with Vice Media’s Shane Smith

India Cellular and Electronics Association (ICEA) Chairman Pankaj Mohindroo said that the two-week lockdown extension notification issued by the Ministry of Home Affairs (MHA) appropriately undertakes significant measures whereby economic and manufacturing activities have been reopened in a calibrated manner.

Lighter planes, fewer entertainment options, no meals in the short run: SpiceJet CMD on future of flying

No salaries for Apr, May; hours flown-based pay for those operating cargo flights: SpiceJet to pilots

Covid-19 crisis: SpiceJet to pay part salaries to 92% of employees, no job cuts

Oil prices hit highest level in years

Petrol prices touch record levels in Delhi and Mumbai

Government hikes ethanol price by Rs 2.85/litre for 2018-19

Trump slams Opec as crude oil prices near $80 a barrel

How will the sudden plunge in US oil prices impact India: WTI crash explained

Margaret Parker, MD, MCCM, speaks with Jacques R. Lacroix, MD.

Margaret Parker, MD, MCCM, speaks with Robert T. Mansfield, MD

Margaret Parker, MD, MCCM, speaks with Donald D. Vernon, MD, FAAP. Dr. Vernon is a Professor of Pediatrics at the University of Utah in Salt Lake City, Utah.

Police should have welfare systems similar to the ones implemented by the armed forces, says Delhi Police Commissioner SN Shrivastava.

Mumbai: Robust demand for office spaces has pushed commercial property leasing in the first three quarters of 2019 by 30% from a year ago, taking it closer to entire 2018’s performance and making sure that this year surpasses the peak touched last year.Driven by tech corporates — accounting for about a third of the leasing activity — office space take-up touched 47 million sq ft in the first nine months against entire 2018’s performance of 48.9 million sq ft, showed data from CBRE South Asia. With this, office leasing activity is now expected to touch its highest level ever, estimated to be over 60 million sq ft in 2019.Leasing activity stood at about 15.4 million sq ft during the quarter ended September, rising by nearly 23% on an annual basis. This was dominated by small- to medium-sized transactions. Small-sized transactions of less than 10,000 sq ft accounted for over 40% of the transaction activity in the quarter. 71641558 “With office leasing scaling a historic high in 2019, we expect further strengthening of occupier sentiment in the medium to long term, backed by corporates looking to expand or consolidate their operations. Favourable government initiatives, transparency in the real estate sector and the right reforms will improve investor sentiment greatly in the coming quarters,” said Anshuman Magazine, CEO, India, South-east Asia, Middle East and Africa, CBRE.Like last year, he expects occupiers would put in greater efforts to incorporate flexibility in their portfolios due to changes in the business environment. Occupiers continued to futureproof their portfolios and hedge against future rental escalations by pre-leasing space across various cities.Bengaluru, followed by Hyderabad, dominated large-sized deal closures, while a few large deals were also reported in the NCR and Pune as well. Large-scale deal closures were mostly dominated by tech firms and flexible space operators. Firms belonging to sectors such as research, consulting & analytics, banking, financial services & insurance (BFSI), and engineering & manufacturing also closed large-sized deals.Tech corporates led the office space take-up, followed by research, consulting & analytics companies (19%) and flexible space operators (15%). The rise in the share of flexible space operators (10% in the second quarter of 2019) was primarily a result of their continued expansion across almost all cities.“The share of the tech sector rose from 31% to 40% annually during 2019 year-to-date, which implies that a rise in technology alternatives, insourcing / job preservation in the US and a global slowdown have not had any specific impact on India’s position as a preferred outsourcing destination for both high-skilled and low-skilled tech services, research and development,” said Ram Chandnani, managing director, advisory & transaction services, India, CBRE South Asia.Supply addition rose by more than 80% in 2019 YTD on an annual basis, with about 43.5 million sq. ft. of development completions reported.Four cities — Hyderabad, Bengaluru, NCR and Mumbai — accounted for almost 80% of this supply addition.Compared to the first three quarters in 2018, the share of SEZs in supply dipped from 40% to 27% during 2019 YTD. Supply addition in the quarter also rose by about 6% on a quarterly basis, touching about 15 million sq. ft. More than 70% of this supply was driven by Hyderabad and NCR, followed by Bengaluru.

To get the benefit of the voice banking offering, customers need to download the Alexa / Google Assistant and link their ICICI Bank account through a secure two-factor authentication process.

Punjab Minister for NRI Affairs Bikram Singh Majithia said they were being set up keeping in view the demand for more such police stations by the NRI community.

The company has cut prices anywhere from Rs 2,000 on the smaller screen televisions going up to Rs two lakh on a flagship 85-inch model apart from rolling out long tenure no-cost EMI schemes and bundling offers. It has launched a new 85-inch model at Rs 5.9 lakh bringing down its earlier pricing structure of Rs 10 lakh in this screen size.

Indian-American Dr Madhvi Aya, who contracted the coronavirus in the line of duty in New York, the country's COVID-19 epicentre, could only exchange text messages with her husband and daughter from her hospital bed before she lost the battle to the deadly virus.

When you consider a new job which appears to give you a higher paycheck, identify the hidden costs that could derail your dreams of saving for your new house. Here’s what you should look at.

Oil price collapse sends Sensex tumbling 1,011 pts; Nifty ends below 9K

Don’t expect oil prices to go beyond $30 this year: Manish Singh

India's battle against Covid-19 is proving to be a harrowing time for the police, who must negotiate anxious families, unruly crowds and an invisible virus.

Nepal: Chinese protesters arrested after clash with police, 6 cops injured