HOW TO OVERCOME ORGANIZATIONAL INDIFFERENCE
Do these phrases sound familiar? "That's not my job." "I can't help you; talk to my boss." "That's just how we do things around here." These are the warning signs of organizational indifference, a major roadblock to success. According to Linda Keefe, CEO of Shared Results International, there are four steps to eradicate the problem:

1. Make sure all employees know and embrace the organization's vision—that they have a sense of the "big picture" and understand how their actions contribute to it.
2. Give employees the tools they need to do an excellent job. Workers who know that they are provided with the highest quality tools and training feel valued by and committed to the organization.
3. Give frequent praise and recognition. An ideal environment is one where not only does management praise and recognize employees, but employees praise and recognize each other and the management team.
4. Empower employees. Many company leaders talk about empowering their employees, but they don't follow through when it comes time for them to exert their authority. Empowered employees know how much latitude they have in any given situation. They are not afraid to think outside the box or offer new ideas because they know they have management's support. Want to learn more?

TAKE THE AMA MEMBER CHALLENGE. YOU MAY START OFF THE NEW YEAR BY WINNING A FREE AMA SEMINAR!
Congratulations to our December winner of a FREE AMA Seminar, Cheryl Silber of West Hartford, CT. Ms. Silber answered all five AMA Member Challenge questions correctly and was then chosen at random from all respondents who answered all of the questions correctly. If you haven't yet taken us up on the opportunity to win a FREE AMA seminar, make it one of your easy-to-achieve New Year's Resolutions! Here's how it works: Simply answer all five AMA Member Challenge questions online (based on current business events) correctly and complete the entry form. (The seminar must be from 1-4 days in length and held in the U.S. only. Meeting #1534 is excluded). It's easy and fun. YOU could be the winner!

WHAT TO DO IF YOU FORGET SOMEONE'S NAME—TIPS FROM CORPORATE AMERICA'S "MEMORY MASTER"
We've all been there—at a business or social function when someone familiar appears, but we have NO idea what name goes with the face. From Benjamin Levy, author of "Remember Every Name Every Time," some tips on how to cope:

Rule #1: NEVER guess! The only thing worse than letting someone know that you've forgotten their name is to call the person by someone else's name.

#2: If you're talking to two people who know you but don't know each other, and you can only recall one of their names, say, "Why don't you introduce yourself to Henry?" to the mystery person. If both names escape you, say, "Why don't you say hello to each other?"

#3: If you are with your spouse, and if you don't immediately introduce her, have a private agreement that it means you don't know the other person's name. She can then jump in and say, "Hi, I'm Ben's wife, Jill." The other person will respond by introducing himself to Jill.

EMPLOYEE DATING: OFF LIMITS OR ON THE AGENDA? TAKE THE AMA MEMBER SURVEY
With Valentine's Day just around the corner, AMA wants to
know where corporate America stands on office romances. We
are conducting a survey to determine how common it is for
businesses to have formal policies in place that discourage
or prohibit employee dating. What's your organization's
policy?

SPIN-OFF SPIN: LESSONS LEARNED ABOUT BRAND MANAGEMENT
Over the last decade, the number of spin-offs, carve-outs and tracking stocks has doubled, and their aggregate value has grown over 40 times to $143 billion. Still, about half of these spin-offs failed to create shareholder value in terms of improved market valuations.

Why? According to a recent study of divestiture activity over the past five years by Lippincott & Margulies, a recurrent anddeterminant theme in many of the successes is how both the "spinner" and "spin-off" managed their brand communications before, during and after the event. The study discovered that 83% of the winners—defined as those whose market valuation had increased—positioned themselves as "being independent of the parent," while only 22% explained the divestiture as "being a strategic priority for the parent."

The winners viewed the event as an opportunity to transform their brand's identity, strategic thrust, competitive positioning and company culture.

NINE TIMES WHEN YOU SHOULD THANK YOUR CUSTOMERS
From Ron Zemke, originator of the best-selling "Knock Your
Socks Off Service" series of books:

• When they do business with you... every time. It bears repeating: Customers have options every time they need a service or product. It's easy to take regular and walk-in customers for granted. Don't. Thank them for choosing to do business with you.
• When they compliment you (or your company). Compliments can be embarrassing. But shrugging off customers' sincere praise says, "You dummy, I'm not really that good." Instead, accept it gracefully, say "Thank-you" and add, "I really appreciate your business."
• When they recommend you to a friend. When customers recommend you, they put themselves on the line. If you deliver, they look good. A written thank-you for a recommendation or a valued-added token the next time you see those customers face to face says you value their recommendation.

CURRENT TRENDS IN SALES: COMPANIES PLAN TO ALTER THEIR PAY MIX, NOT FURTHER CUT JOBS
According to a new survey of mid- and large-sized U.S. companies by Mercer Human Resource Consulting, although 23% said they had reduced their sales force during the past six months, only 5% expect to make further reductions in the next six months. Companies are keeping a close eye on their sales force productivity and expenses: 18% predict they will change the pay mix in the coming six months—22% specifically said they had increased the focus on commissions and 14% plan to do so in the future. 26% of the respondents say they will provide special bonuses to retain top sales performers.

AMA PRESENTS "LIVING WITH SILOS: HOW TO COLLABORATE WHEN NOBODY WANTS TO," OUR LATEST CURRENT ISSUES FORUM
Friday, January 24, 2003 - AMA Executive Conference Center, New York NY Is your organization a victim of "silo" mentality? You know the problem—individual units operating in a vacuum, with employees who can't or won't communicate with each other. A recent AMA survey showed that 83% of respondents believe silos exist in their company and 97% of those with silos think they have a negative effect. It's time to break through the silos and initiate an active dialog between the subgroups in your organization. Join Karl Albrecht, author of 25 books on business performance, team-building experts from Second City and other leading business authorities to learn why silos exist and how to tear them down.

AMA'S RESEARCH RESULTS: 2002 SURVEY ON CHALLENGES FACING MARKETERS TODAY
AMA collaborated with Braun Consulting and Deep Customer Connections, Inc. on a study exploring the priorities and of today's senior marketing executives. Executives surveyed included AMA members and participants in AMA's 2002 Corporate Branding Conference. The survey was conducted online during October and November 2002.

Marketing executives' top priorities are:

• Understanding customers (82%)
• Building a positive brand image (75%)
• Improving our marketing return (59%)
• Cutting marketing expenses (40%)

When asked "Which of the following are barriers to achieving higher returns on your marketing investments?" respondents answered:

• Slow speed of execution of marketing programs due to misalignment of priorities in other (e.g. non-marketing entities (63%)
• Poor collaboration between marketing and non-marketing functions (50%)
• Poor processes for executing marketing strategies (43%)

MORE WAYS TO SAVE $ ON AMA SEMINARS THIS WINTER - REGISTER FOR ANY SESSION—AND BRING A COLLEAGUE, TEAM MEMBER, DIRECT REPORT, OR EVEN YOUR BOSS—FOR 25% OFF.
Anyone registered or registering for any AMA seminar that takes place between now and June 30, 2003 can bring a companion to that session for 25% off the applicable member or non-member price. Savings range from $300 to $1000 and more. Call 1-800-262-9699 for full details.

SPECIAL NYC HOTEL RATES
Coming to a seminar in New York in January, February or March? Save when you stay at the Novotel Hotel on 52nd and Broadway, just four blocks from the AMA Conference Center. Enjoy AMA's special hotel rate of $169 any Monday night through Thursday evening. Then, tack on a Sunday or Friday night stay for only $99. Reserve soon to lock in your room! Call 212-315-0100.

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