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When molehills are worse than mountains

Service industry missteps are inevitable, but not all are created equal. For example, if an airline loses a passenger’s luggage or denies a passenger a seat on an overbooked flight, it’s a serious enough problem that the passenger will probably complain, allowing management to apologize or issue a refund. But for smaller errors — if, say, a seat doesn’t recline fully, or an outlet doesn’t work — passengers might not think it’s worth summoning a flight attendant. As a result, management never gets the chance to register the problem and enhance the airline’s reputation through exemplary …

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Why we need a “Take Your Manager to Care-Work Day”

The daily onslaught of challenges faced by caregivers has been one of the biggest forces shaping work over the past year. Whether they are dealing with children engaged in remote online schooling or caring for loved ones ill from COVID-19 — or, in some cases, both — tens of millions of workers have been struggling to cover all of their responsibilities.

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Business leaders have by and large expressed concern. And many have offered flexible schedules and extended benefits aimed at easing the burden. Still, many workers have long dealt with bosses who don’t get it. “Too many working parents …

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How Sage Group is supporting resilience in small and medium-sized businesses


The Inside the Mind of the CEO interview series explores a wide range of critical decisions faced by chief executives around the world. For more insight, see PwC’s CEO Survey.

In September 2020, Steve Hare, chief executive of Sage Group, became Glassdoor’s highest-rated CEO in the U.K. during the COVID-19 pandemic. The workplace review site cited the level of communication and employee engagement Hare and his management team maintained during the crisis. “It is the key for all of us, including me personally, to make sure that we’re all keeping connected,” Hare said recently.

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This …

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The stakeholder-shareholder debate is over

The coronavirus pandemic has created significant distortions in our sense of time. But let’s rewind to August 2019, a safer, long-ago era, when arguments about masks were more focused on costume parties than scientific data.

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That is when the Business Roundtable published its opinion about the purpose of a corporation, proclaiming that companies should no longer act only in the interests of shareholders. Instead, the group of CEOs said, companies should also invest in their employees, protect the environment, and deal fairly with their suppliers.

“While each of our individual companies serves its own corporate purpose, we share …

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USAA’s critical mission


The Inside the Mind of the CEO interview series explores a wide range of critical decisions faced by chief executives around the world. For more insight, see PwC’s CEO Survey.

USAA, an insurance company known for its devoted customer service, is a quiet giant in the industry. Based in San Antonio, USAA has a unique business model: It serves members of the military and their spouses and children, insuring their lives, homes, and autos. From its humble origins in 1922, the company has grown into one of the largest in the United States — number 94 on the Fortune 500 list, with more …

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The 10 most read s+b articles of 2020

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© PwC. All rights reserved. PwC refers to the PwC network and/or one or more of its member firms, each of which is a separate legal entity. Please see www.pwc.com/structure for further details. Mentions of Strategy& refer to the global team of practical strategists that is integrated within the …

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