ALOC Group

" There is so much talk about the Generational Gap in business writing today. “Millennials want too much recognition before they’ve paid their dues,” “Boomers are out of touch,” etc. However, in today’s turbulent economic times one of the best things a company has going for it is the diversity of perspectives among it’s employees. ...."

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No margin, no mission.  No mission, no magic.  How do you take magic to the next level?  That's service mastery.

Raving Fan Communities - Brands leveraged to their full potential (think Apple's iPhone) build raving fan communities. Feeling a part of something larger than themselves helps customers  forgive occasional service hiccups.  Building a community won't let you get away with repeated transgressions, but it does mean you'll have more flexibility, assuming you use it wisely.
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" “…employees are more sensitive to mood than leaders often realize. And these moods are contagious. Research carried out by Caroline Bartel at New York University and Richard Saavedra at the University of Michigan found that in 70 different teams, people working together in meetings ended up sharing moods – whether good or bad – within two hours. And bad moods spread faster than good ones.”(FT.com – March 2009)
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" Charles Handy said: ...."

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 New York Times

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In a recent white paper The Tracom Group analyzed the effects of conflict in the workplace. Respondents agreed that organizational, team and personal productivity suffer in the midst of conflict. The survey also revealed that a significant source of conflict arises from interpersonal behavior differences. However, understanding others’ interpersonal differences can help individuals have more satisfying interactions and help organizations increase productivity and retention. Key survey findings include:

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According to Kenexa, turnover among managers who feel price in their company is 21% lower than among those who don't. Employees of those managers report a strong desire just to be "listened to". In fact, Kenexa's research shows that companies with higher satisfaction scores had 700% higher shareholder return. (Fast Company November 2008)

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Poor manager communication is leading to a breakdown in employee morale at a time of economic uncertainty and fear, according to a new survey by Menlo Park, Calif.-based Accountemps. Of the executives interviewed, 48 percent cited better communication as the best remedy for low morale. Failure to recognize employee achievements (19 percent) and micromanaging (17 percent) were other reasons. ...."