An article this summer in the New York Times Magazine describes the launch by Hyatt Hotels of a customer relations program that CEO Mark Hoplamazian describes as "random acts of generosity." Prompted by years of behavioral science research and months of consumer research, the program charges Hyatt employees with occasionally picking up bar tabs and other obligations of customers
August 2009
The Emerging Stakeholders in the Legal Business
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In David Maister’s article "Are Law Firms Manageable?" on the seemingly intractable challenges to law firm management, he points out only half facetiously that firms may get away with perpetuating these inefficiencies because there is no competitive fallout: "The greatest advantage that lawyers have is that they compete only with other lawyers."
The time may be fast arriving when that is no…