Resources

Take these steps to fully satisfy your customers >
Published: January 13, 2012
Published by American City Business Journals
It’s a simple concept: Meet customer needs, if you want to retain your current market share and grow your business. But when companies focus on cost-cutting measures, operational efficiencies or infrastructural changes, customer service can be compromised. Why?
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Using reviews to assist with employee growth >
Published: November 18, 2011
Published by American City Business Journals
Most supervisors dread preparing for and giving performance reviews and frequently are tempted to take short cuts. Yet the absence of solid preparation and appropriate discussion time means a fruitful supervisor-employee assessment doesn’t occur.
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When a policy for social media is a good thing >
Published: October 7, 2011
Published by American City Business Journals
AT&T's recent commercial promoting its HTC-photo/video-posting-Facebook capability shows a snoring young man’s photo taken by friends and posted on Facebook. The technology demonstrates how easily and quickly a picture can be taken and shared with a huge audience via the Internet, while the focal point of the photograph is oblivious to what happened.
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Leadership figures are always under the public spotlight >
Published: June 17, 2011
Published by American City Business Journals
Being a leader is an honor and comes with benefits. But, it also is filled with demands: making critical decisions, accepting responsibility for organizational errors, role modeling and tremendous time commitments. While these are expected, there is another aspect of leadership, which frequently seems unanticipated: recognition of our transparent world and the related public scrutiny.
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How strategically are you using social media? >
Published: April 22, 2011
Published by American City Business Journals
Everyone is doing it. A plethora of books, magazines and professional journals cover it. Seminars address it. That’s why you were inspired to have your business make its debut in the world of social media by placing your company on Facebook, starting a blog, or tweeting a couple of times a day. Now, what?
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Leading employees through tough times >
Published: March 15, 2011
Published by Philanthropy Journal
By Ret Boney
Although the recession has taken a toll on nonprofit employees, it’s possible to keep morale and productivity high, even during the tough times.
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Communication key to instilling change quickly >
Published: January 24, 2011
Published by American City Business Journals
Business knows that "being nimble" is necessary for survival today. The bumpy economy caused many companies to reduce head count, slash budgets, transform processes and modify business requirements and expectations.
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Communication key to successful business plan >
Published: December 17, 2010
Published by American City Business Journals
Everyone experiences pressure this time of year: completing year-end projects; projecting next year’s budget; finalizing the 2011 business plan. But before you place the finishing touches on next year’s strategy, ask yourself if you have communicated sufficiently about your anticipated work flow with your colleagues.
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What is your reputation as an employer?
Published: November 18, 2010
Published by American City Business Journals
Sitting in the board room, Ive heard discussions focused on customer service, brand management and growing sales. Much less frequently have I heard discussions about associate relations surveys or concern for employees view of the company. Too often, such conversations only surfaced when there was an impending lay off or a plan to seek an employer of the year award.
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How to build a reputation for leadership
Published: September 20, 2010
Published by American City Business Journals
Whether you are the owner of a small business, the top officer in a billion-dollar corporation or somewhere in middle management, you want — and need — employees to follow you. In this turbulent economy, the necessity for such loyalty is more critical than ever because hard working, dedicated employees focus on your customers and keep your recruiting and training costs down. But how do you build this base?
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Watch what you say: How jargon can be confusing
Published: August 13, 2010
Published by American City Business Journals
Every industry has words to which it has assigned special meanings. For example, when I was in trucking industry public relations years ago, I captured the attention of high school students on career days when I told them our company had "reefers." (For those unfamiliar with trucking jargon, a “reefer” means a temperature-controlled trailer, not marijuana as the student undoubtably thought.)
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Education Is Still the Key
Published: August 2, 2010
Published by refresh - a Whole Health Blog
During a recent program at the Dole Research Institute in Kannapolis, N.C., a speaker from the North Carolina Community Colleges’ BioNetwork spoke about the importance of bee pollination and the health value of “pure” honey. But, it was the question-and-answer segment that grocery retailers would have found interesting.
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Social media: Great tool when used effectively
Published: July 23, 2010
Published by American City Business Journals
Social media is popular because it cost effectively spreads a message, maximizes positive exposure, connects with fans in an “unfiltered” environment, and rallies support. But social media is not an “end all, be all.” It is a tool — one of many — in your communication tool box.
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How confident are you in your front-line workers?
Published: April 19, 2010
Published by American City Business Journals
In war, the front line advances, holds or retreats. Your position depends on the strength of your warriors, the weapons with which they are armed and your strategy. The same is true for your sales force. And while you may accept “holding” your customer count through the tough economy, it’s likely you’d rather see your sales numbers advance. So, what is your strategy and how strong is your front line?
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The ins and outs of using social media as a recruiting tool
Published: February 22, 2010
Published by American City Business Journals
Although social media is gaining popularity for identifying and screening potential candidate, care is necessary before venturing into this virtual world.
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Engage your employees to get maximum return
Published: February 16, 2009
Published by American City Business Journals
In today's challenging economy, many employers find they have too many people on their payroll and a stack of resumes that far outnumber available positions. Sound like the perfect work-force scenario? Hardly.
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If a crisis strikes, will your company know what to do?
Published: December 21, 2009
Published by American City Business Journals
When members of the Maersk communications team woke up on April 8, they heard a message they didn’t want to hear but for which they had a plan. The Maersk Alabama, a U.S. flag vessel owned and operated by Maersk Line Limited, was taken by Somalian pirates in the Gulf of Arden. The crew and product were in danger; the media had already started to call from the other side of the world.
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Take these steps to fully satisfy your customers
Published: January 13, 2012
Published by American City Business Journals
It’s a simple concept: Meet customer needs, if you want to retain your current market share and grow your business. But when companies focus on cost-cutting measures, operational efficiencies or infrastructural changes, customer service can be compromised. Why?
To continue reading, click here

How Can You Urge Innovation Within Your Firm?
Published: October 21, 2011
Published by American City Business Journals
With the passing of Steve Jobs, much discussion has resurfaced on the importance of innovation. So it seems particularly timely that, as you begin fleshing out your 2012 business plan and review your long-range strategy, you should scrutinize these two to ensure a commitment to innovation is embedded in them.
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The list your firm doesn’t want to make
Published: August 19, 2011
Published by American City Business Journals
As a reputation strategist, I often recommend businesses pursue recognitions that enhance their reputations. The purpose may be to gain positive exposure and build goodwill in a community. It may be to establish leadership positioning within an industry or reinforce recruiting efforts. At other times, it makes sense to seek third-party validation for noteworthy efforts, such as extraordinary contributions to a particular endeavor, exemplary sustainability levels or an exceptional employer status.
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Business Lessons Learned from News Corp. Events
Published: July 22, 2011
Published by American City Business Journals
Rupert Murdoch’s News Corp. withdrew a takeover bid of BSkyB and shuttered its popular weekly tabloid, News of the World. Why? Because of increasing revelations the publication used unethical and even illegal practices to obtain information on relatives of murder victims and high-profile individuals, such as politicians and celebrities.
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Steps to Follow When Selecting a Sponsorship
Published: March 17, 2011
Published by American City Business Journals
As charities face escalating fundraising challenges, the need for corporate sponsorships is likely to increase. How do you respond to this type of solicitation?
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There Are No Secrets
Published: January 7, 2011
Published by refresh - a Whole Health Blog
Much has been said in recent years about business and the need for transparency. Government regulations have become more stringent, based on “bad behavior” in the business world. Still, some companies seem surprised when their confidential documents surface on subjects ranging from safety to valuing profits over customers to financial indiscretions.
The ensuing negative press and loss of consumer and investor trust significantly impacts the company’s reputation, in some cases quickly destroying a brand that has taken years to build. The aftermath requires apologies, corrective actions, risk management issues, and a number of other measures, if the organization is going to tread the road to recovery and attempt to re-capture its goodwill and good standing.
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Don't Hide Your Good Works Under the Basket
Published: October 4, 2010
Published by refresh - a Whole Health Blog
Recently, I judged the U.S. Chamber Business Civic Leadership Center (BCLC) annual corporate citizenship competition. While reviewing applications to select finalists in four categories (U.S. Community Service, International Community Service, Partnership and Corporate Stewardship), it struck me as odd that there were no grocery store chains and only two food manufacturers.
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Building Food-Safety Trust
Published: August 30, 2010
Published by refresh - a Whole Health Blog
The recent egg recall has made it clear that without proactive food safety measures, there will be recalls, the industry will get a bad "PR rap," and the government will intercept — supported by public opinion. But what happens when suppliers are conscientious and create standards of integrity and excellence on their own?
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What role does transparency play in your company?
Published: June 28, 2010
Published by American City Business Journals
If there was ever a question as to the critical role transparency plays in an organization or individual’s image, one only needs to look at what has occurred this year. Examine the worlds of sports, Hollywood, business, government and nonprofit. You’ll find examples where the belief "I don’t need to be forthright because I won’t get caught" has damaged a reputation.
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Timeless lessons learned from 2009’s challenges
Published: January 22, 2010
Published by American City Business Journals
A great organization learns from challenging times and incorporates this knowledge into future business plans. Since 2009 presented many such opportunities, it seemed appropriate to identify timeless lessons that should be remembered as 2010 strategies are implemented.
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Government relations and your company
Published: August 24, 2009
Published by American City Business Journals
Concerned about the potential ramifications of card check? Wondering how proposed health care legislation could affect your bottom line? Not sure what carbon offsets may mean for your company?
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Managing your reputation in the social media world
Published: July 27, 2009
Published by American City Business Journals
Social media campaigns continue to gain popularity with interactive marketers. And though busy analyzing social network segmentation data to identify group preferences and personalizing Web site content through tactics such as product recommendation, companies also must pay close attention to the demands social media places on an organization's reputation.
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Protecting your reputation in turbulent times
Published: June 29, 2009
Published by American City Business Journals
Few would argue that businesses are now facing unprecedented challenges. In fact, many companies are adjusting labor models, wringing out unnecessary costs and delaying project start dates. But if you focus solely on the bottom line, you are missing the opportunity to protect and even enhance your reputation.
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How does your nonprofit partner reflect your firm?
Published: April 27, 2009
Published by American City Business Journals
It is not surprising to hear the National Council of Nonprofits reported a decline in corporate donations or that a Conference Board survey showed 45% of participants had reduced 2009 charitable-giving plans.
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Trust is crucial to keeping your business strong
Published: March 23, 2009
Published by American City Business Journals
How trusted is your organization? Your industry? According to Edelman's 2009 Trust Barometer, trust in business is down globally.
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Getting the Most from Your Firm’s Corporate Giving
Published: December 16, 2011
Published by American City Business Journals
Americans expect businesses to be socially responsible. And because corporate philanthropy is especially apparent at this time of year, your business could be noticed if it wasn’t involved with some type of charitable work. However, a dilemma arises when you look around and believe your philanthropic efforts are lost in the sea of corporate generosity. So, how can you distinguish your holiday philanthropy program?
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Sustainability Plan Can Enhance Your Company's Reputation
Published: May 20, 2011
Published by American City Business Journals
Sustainability has moved up in the corporate agenda over the past three years and become recognized as a source of innovation and new growth, according to a recent Corporate Sustainability: A Progress Report, published by KPMG International.
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Socio-economic efforts prove to be good for business
Published: June 4, 2010
Published by American City Business Journals
It is difficult to find someone who doesn’t approve of corporate citizenship. After all, how can you argue with supporting the community, preserving the environment or promoting socio-economic sustainability? But such actions must have a financial benefit, or they are impossible to fund long-term.
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Social responsibility: Is your company on the bandwagon?
Published: November 23, 2009
Published by American City Business Journals
While reviewing end-of-year forecasts, you might wonder if investing in "this CSR stuff" makes financial sense. The answer is "yes." And if you haven't jumped on the bandwagon, you could miss an opportunity to improve sales, profitability and reputation.
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The importance of a company's role in its community
Published: October 26, 2009
Published by American City Business Journals
Companies continue to examine their philanthropic programs to determine if they make business sense in our recovering economy.
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Encouraging a healthy lifestyle helps bottom line
Published: September 21, 2009
Published by American City Business Journals
Regardless of the outcome of the health care debate, one thing is clear: Our lifestyle has contributed to skyrocketing health care costs. One can argue business shouldn't have to encourage employee health-conscious behavior, but companies do have a vested interest in reducing these costs. That's why health care education, programs and incentives have become a requirement for business.
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Social responsibility more than being green
Published: December 15, 2008
Published by American City Business Journals
When establishing a corporate social responsibility program, some companies make the mistake of thinking only "green" and focusing solely on environmental-related activities.
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On Marketing Sustainability
Published: July 26, 2011
Published by refresh - a Whole Health Blog
It's clear that supermarkets must do more than simply educate the public on the importance of healthy eating. Long-term, grocery retailers must be able to provide a sufficient supply of quality food that is safe and nutritious at an affordable price. The only way to achieve such a goal is to ensure a sustainable sourcing initiative is inextricably linked to health and wellness programming.
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Sustainability Plan Can Enhance Your Company's Reputation
Published: May 20, 2011
Published by American City Business Journals
Sustainability has moved up in the corporate agenda over the past three years and become recognized as a source of innovation and new growth, according to a recent Corporate Sustainability: A Progress Report, published by KPMG International.
To continue reading, click here

Sustainability: A necessity, not a choice
Published: February 18, 2011
Published by American City Business Journals
At a 1987 United Nations' conference, "sustainability" was defined as "meeting present needs without compromising the ability of future generations to meet their needs." Nearly 25 years later, companies still grapple with the concept of sustainability.
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How re-use can enhance green image
Published: October 21, 2010
Published by American City Business Journals
In the world of sustainability, re-use may not be thought of as frequently as recycling, but it presents a strong business case and significantly contributes to a companys green image.
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You should get credit for your green efforts
Published: May 24, 2010
Published by American City Business Journals
Although your organization is reducing its environmental footprint, you may not be getting credit for your sustainability efforts. You don’t want to “greenwash,” but you should be recognized for your achievements. Use the following checklist to identify tactics to help you communicate your environmental journey.
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Keep Your Eye on the Ball
Published: January 27, 2010
Published by Retail Industry Leaders Association
Despite the media hype and international focus on the United Nations Climate Change Conference in Copenhagen, retailers can set aside concerns about immediately changing sustainability programs to respond to the summit’s outcome. With nearly 190 countries participating, it was not surprising the group could not produce a consensus for concrete action. Consequently, retailers should keep their eye on what will be mandated closer to home.
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Duncan Confirms Benefits of Greening: Cost Reductions & Brand Equity
Published: November 29, 2009
Published by Retail Industry Leaders Association
It was clear the question for those attending RILA’s second annual Environmental Sustainability and Compliance Conference was not if they should focus on green and sustainable practices but how best to do it.
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Got Sustainable Packaging?
Published: June 18, 2009
Published by Sustainable Food News
As more and more companies recognize the importance of Corporate Social Responsibility (CSR) and focus on their "green factor," it's possible that one not-so-small piece of the sustainability puzzle may be overlooked: sustainable packaging.
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Can economy sustain current green revolution?
Published: May 25, 2009
Published by American City Business Journals
Those truly devoted to environmental sustainability have carried the "eco-friendly banner" for more than 40 years. But in past economic downturns, popular support of so-called green initiatives has waned with the economy, never fully returning once times improved. Will the response be different this time?
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Green-friendly efforts can quickly boost bottom line
Published: January 12, 2009
Published by American City Business Journals
Some business owners think the only way to enter the "green" world is to invest a considerable amount of money and then wait years for a payoff.
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Healthy Store Halloween Promotions
Published: October 6, 2011
Published by refresh - a Whole Health Blog
Rather than distributing candy this Halloween, try providing tasty treats and seasonal fun that support your health and wellness focus. A bowl filled with apples, bananas, oranges and clementines allows children to select a fresh fruit, while emphasizing healthy eating habits. Small boxes of raisins are another possibility. To help defray the cost, partner with a vendor and offer signage or other recognition.
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White Produce Passes the Test
Published: September 20, 2011
Published by refresh - a Whole Health Blog
When selecting fresh produce, I try to heed the advice I hear from many sources. Look for greens, blues and other bright colors. However, a soon-to-be-released study advises, "Don't overlook white." Based on research, it appears that white fruits and vegetables, such as apples, pears, bananas, cauliflower, cucumbers and mushrooms may guard against strokes.
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Helping Customers Count Those Calories
Published: May 26, 2011
Published by refresh - a Whole Health Blog
The Food and Drug Administration will soon require U.S. chain restaurants to post calorie information on menus. It’s estimated approximately 280,000 establishments will be affected by this law as early as next year. Businesses not focused on selling food, such as movie theaters and bowling alleys, will be exempt from such postings. So, what are the implications for prepared food counters in grocery stores? Obviously, selling food is the primary business of a grocery store, and pre-packaged foods already are labeled. Some chains even recommend "healthy foods" through rating systems and in-store dietician consultation.
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Missing Out on Workplace Wellness
Published: March 28, 2011
Published by refresh - a Whole Health Blog
Grocery chains have responded to customers’ increasing interest in healthy foods by expanding their product offerings, encouraging manufacturers to create more choices, and designing nutrition guidance programs. At the same time, supermarkets face escalating healthcare costs and rising insurance premiums. Consequently, they continue to explore which options help them stay within their benefit budget, provide an appropriate selection from which associates can choose, and identify which offerings will promote employee health. To assist business in coping with this economic reality, many insurance companies propose customized wellness plans, nutrition and lifestyle coaching as well as other strategies aimed at holding down employee health.
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Supporting Childhood Obesity Initiatives
Published: February 7, 2011
Published by refresh - a Whole Health Blog
There is an adage in the public relations world: Children and dogs capture the attention of people and the press. Through my years in the PR arena and work across different industries, I have found this to be very true. Consequently, it should not be surprising that Wal-Mart aligned itself with First Lady Michelle Obama’s childhood obesity program and why you should focus on childhood health and wellness, if you haven’t done so.
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Outreach Needs to Reflect Corporate Strategy
Published: November 30, 2010
Published by refresh - a Whole Health Blog
Although I am a professed chocoholic, I – like most Americans – complain about my weight. And I recognize I could reduce my waistline if I demonstrated some form of restraint rather than consuming large amounts of sweet treats. But I don’t.
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Helping Clients Help Customers
Published: April 17, 2011
Ruth Kinzey recently conducted a webinar focusing on internal customer service for the Southern Gas Association.
To view a portion of this webinar, click here