Apology and forgiveness: how do you regain customer trust when
things go wrong?(RELATIONSHIP MANAGEMENT)
It is undeniable that at some point your business will suffer a
failure that disappoints customers. The measure of a company is defined
in these moments.
[ILLUSTRATION OMITTED]
Customers see . . .
That Vasella fella: Swiss drugmaker Novartis has brought 16 new
drugs to market in the U.S. since 2000, compared to 13 for Pfize
The next decade does not look promising for Big Pharma. Research
and development productivity has eroded and most top-selling products
face patent expiration. Regulatory burdens and pricing . . .
Succession without tears: what does it take to manage a smooth
leadership transition?(ROUNDTABLE)
CEO succession practices have witnessed a sea change over the past
decade. In the not-so-recent past, anointing a successor--regardless of
what official corporate policy might state--was often the . . .
The making of a U.S. CEO: what can business executives learn from
political candidates?(UNCOMMON WISDOM)
The U.S. presidential race is entering high season, and leading
candidates are jockeying for position. Since leadership is the driving
quality that Americans seek in their commander-in-chief, their . . .
Fixing the biotech marketplace: generic biologic drugs could save
billions.(CHIEF CONCERN)
The marketplace for drugs from the biotechnology industry, known as
biologics, is damaged and needs repair. While biotechnology has
revolutionized medical care and improved the lives of millions . . .
The numbers.(CEO CHRONICLES)
How big of a role do you expect social networking sites (Facebook,
MySpace, LiinkedIn, Ryze, Classmates.com, etc.) to play in business over
the next 3-5 years?
Very significant 19
Significant . . .
Record drop in CEO confidence continues.(CEO CONFIDENCE
INDEX)
THE RECORD DROP IN CEO CONFIDENCE continued in September. According
to 180 top executives surveyed, CEO confidence fell to its lowest level
in four years. The leading economic indicator, which . . .
Thorns & roses.(CEO CHRONICLES)
ROSE ...
From his non-statist economic policies to his views on Iran, French
President NICOLAS SARKOZY has brought fresh thinking to the Elysee
Palace ... finalement!
THORN ...
New York . . .
Ditching diversification.(CEO WATCH)(Interview)
Since taking the CEO seat at Pittsburgh-based PPG Industries in
2005, Charles (Chuck) E. Bunch has been leading a charge to transform
the coatings, glass and chemical company into a more focused . . .
INfact.(CEO CHRONICLES)
CEOs are awash in numbers from morning till night. Most of those
numbers come to CEOs filtered and organized with a PowerPoint behind
every numeral. But decision-makers also benefit from data . . .
Fertilizer foes settle fight.(UPdate)(Company overview)
CEO Chronicles has been following a legal dispute between Scotts
Miracle-Gro, the $2.7 billion plant food company, and TerraCycle, whose
CEO appeared on CE's cover earlier this year. Here's . . .
Optimism at odds.(Inbox)(Survey)
U.S. CEOs have significantly more faith in current U.S. economic
conditions than the average citizen, according to a recent survey by
Opinion Research. Just 37 percent of American adults rate . . .
Global guru.(CEO CHRONICLES)(Company overview)
Tata Consultancy Services (TCS) has been on something of a growth
tear over the past year. As India's biggest IT outsourcer, Mumbai,
India-based TCS provides software and services for an impressive . . .
Listen--and learn.(CEO CHRONICLES)
It wasn't until he left Coca-Cola that Jack Stahl came to a
realization: over 20 years of jotting notes during business meetings
about what works--and what doesn't--he had framed out a book. . . .
Colonel who?(CEO CHRONICLES)(Company overview)
When PepsiCo opted to jettison the Kentucky Fried Chicken (KFC),
Pizza Hut and Taco Bell quick-serve restaurant brands with a spin-off in
1997, the new company's future did not look particularly . . .
INfact-uated.(FEEDBACK)
I enjoy the INfacts you now publish. My favorite is the fact the
IRS spends 22 cents for every dollar collected.
Hank McKinnell
Former Chairman/CEO
Pfizer
I enjoyed John Kador's INfact. . . .
Why Comp Criticism is Valid.(FEEDBACK)(compensation
criticism)(Brief article)
You sometimes get it right and sometimes not. Your article "Is
CEO Comp Criticism Valid?" (September 2007) isn't balanced,
starting with the sentence that it is even possible that big company
CEOs . . .
The real stuff.(EDITOR'S NOTE)(Herb Kelleher of Southwest
Airlines Co. gives presentation)
At the World Business Forum we ran into Herb Kelleher, our 1999
Chief Executive of the Year. Alone among the luminous speakers lined up
for that spectacle, Herb gave the most compelling . . .
Let's stop obsessing over CEO pay.(EDITORIALS)
FOR MORE THAN TWO DECADES critics have tried to control large
public company CEO pay through regulation, legislation and direct
pressure. Nothing seems to have worked. Now that a . . .
Business is the best NGO.(EDITORIALS)
THE RECENT PASSING of Nobel economist Milton Friedman reminds us of
a great insight he had about the "schizophrenic" tendencies of
business leaders. "When it comes to their own businesses, . . .
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