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Milwaukee's Daily Magazine for Wednesday, July 23, 2014

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What's needed to build support for a new NBA arena?
What's needed to build support for a new NBA arena?

Arena needs public champions to get it done

The Milwaukee Cultural and Entertainment Capital Needs Task Force today conducted a discussion featuring business leaders from Oklahoma City, Denver and Cleveland, who shared insights about how their communities rallied to build public support to build NBA arenas and invest in other cultural and mass transit infrastructure projects.

The featured speakers were: Roy Williams, president of Greater Oklahoma City Chamber; Kelly Brough, president of the Denver Metro Chamber of Commerce, and Joseph Roman, president of the Greater Cleveland Partnership.

After the discussion, the speakers told BizTimes that it is critical for key publicly elected officials to be champions for public investments in entertainment and cultural assets such as a new arena.

"It’s critical because they have constituents," Williams said.

"We had governors who were very supportive," Roman said.

"The public sector has to part of it," Brough said.

Wisconsin Gov. Scott Walker, Milwaukee Mayor Tom Barrett and Milwaukee County Executive Chris Abele did not attend today’s meeting.

Aside from lacking a vocal public champion, the Milwaukee initiative faces one other headwind that the other markets did not: The perception that local talk radio hosts, who scream every time the words "mass transit," "trains" or "new taxes" are even whispered, can disproportionately dominate the public discourse.

"People, they hear all that clutter, and they think that reflects the masses, but it doesn’t," Williams said. "Just let it go, because the next bloody accident will take over their show. We go around them to the people."

"We go to the people who vote," Roman said.

Fifty years from now, people in Milwaukee will be assessing the legacy their forefathers left them, Roman said.

"That’s you. That’s us," Roman said.

BizTimes conducted in-depth interviews with Williams, Brough and Roman in advance of today’s forum to document how Oklahoma City, Denver and Cleveland have invested in their cultural assets a…

Sometimes, in order to put employees first, companies have to show the client the door.
Sometimes, in order to put employees first, companies have to show the client the door. (Photo:

Don't be afraid to fire a customer

Chad Albrecht, president of Centare, drew some rather inquisitive looks when he told the audience at a recent business luncheon that the most important strategy driving growth at his Brookfield software development company is not "putting the customer first," but instead is "putting employees first."

Though it may seem counterintuitive, there are times when the customer is not worth the drama, and the customer must be fired, Albrecht said.

"We feel the damage to our team and our company is too great to stay in relationships with abusive clients," Albrecht said. "By standing behind our team first and foremost, we ensure that our attrition stays low and they each give 110 percent for all of our clients. It then falls to our leadership team to protect this team from abuse. If we allow abuse to continue we are implicitly communicating a lack of respect for our team. This translates into a negative work environment and passive aggressive behavior. Centare is a top brand because of its premium people. They deserve both a top notch work place and premium clients."

Albrecht’s proclamation reverberated a few days later when Ad Age magazine reported that it had obtained an internal memo by Cramer-Krasselt chief executive officer Peter Krivkovich, announcing to his employees that the Chicago-based ad agency, which has an office in Milwaukee, was dropping  the lucrative Panera Bread account.

"There comes a time when no matter what the acclaim for the work, no matter what that visibility, no matter how good of a relationship we have with the marketing department, no matter what the test scores and results that contributed to reversing falling comps before the campaign and that outpaced previous work and became great case histories - despite all that: the constant last-minute shifts in direction, the behind-the-scenes politics, the enormous level of subjectivity that disregards proof of performance -- all churn people at a rate that becomes much too much even in this crazy…

Health care apps are the wave of the future.
Health care apps are the wave of the future. (Photo:

Health care is due for next disruption

One of the coolest aspects of my job is that I get to meet and interview a lot of smart people.

A lot of real smart people. People such as Kay Plantes, an MIT-trained economist, author and expert on business model innovation.

Plantes recently predicted the next big wave of innovation in health care.

"As a nation we pay more for health care than other nations yet achieve worse health outcomes. The three to six extra GDP percentage points we pay in healthcare costs are needed for infrastructure, education, federal R&D investments and our pocketbooks. We pay more because payers exert too little pressure on providers relative to other nations; and we’ve historically paid providers to do procedures versus improve health. In addition, many consumers are sheltered from cost and do not know the relative cost or quality of providers," Plantes wrote.

"Capitalism’s competitive forces disrupt markets that are inefficient or serve customers poorly. Wal-Mart disrupted Main Street retail, Staples disrupted local office supply businesses, Google disrupted Encyclopedia Britannica and Apple’s iPhone and iPad disrupted Microsoft’s Windows. Disruption creates greater benefits at lower costs for consumers. Products, categories, companies and entire industries can be disrupted.

"The only barrier to disruption is crony capitalism, of which our nation has too much. If we can keep people healthier, identify health issues earlier, and treat health issues less expensively while still as expertly, we can move the needle on health care costs. Every other industry is figuring out how to do more for less while enhancing customer well-being. Health care, government and higher education, three sectors in need of radical reinvention, are ripe for disruption. A number of driving forces are weakening the forces of crony capitalism in health care, with technology being a key one."

Almost as if on cue, one day later at the Worldwide Developers Conference, Apple senior vice president of sof…

Don't dis the millennials. They are the future, after all.
Don't dis the millennials. They are the future, after all.

Get to know the millennials

To many of my colleagues in the baby boom generation, the rising generation of millennials is a mystery.

What makes these young people, born between 1980 and 2000, tick? What motivates them? What excites them? What scares them?

Having raised two millennial sons, having recruited, hired and trained several millennial reporters and having completed three semesters of teaching advanced journalism to millennial students at the University of Wisconsin-Milwaukee, I believe I am uniquely qualified to share some perspectives about these young people.

First off, I bristle when I hear boomers complain about the generation that will inherit our wind.

  • Most of my UWM students are respectful, polite, courteous and punctual – all qualities that will make them assets in the workforce.
  • Most have a balance of idealism and pragmatism.
  • Most also have a healthy suspicion of "the man," or the system that empowers him. This age of unprecedented income inequality is not lost on them. They know what’s happening, and they’re going to figure out a way to rebalance some of the wealth in this country.
  • Most are not loyal to specific corporate brands. They crave authenticity and loathe attempts to persuade or manipulate them. They see right through a sales pitch, and they know when they’re being spun.
  • The issues of race, gender and sexual lifestyles – issues that largely divided the baby boom generation – are for the most part not on the front burner for these young people. They are comfortable with people of other ethnicities and cultures, people who are different than them. In fact, many are attracted to diverse, urban settings.
  • Many are open-minded to the possibilities when it comes to spiritual exploration, but they also are skeptical that they will find their path through organized religion.
  • Many are also understandably cynical about the current American political system. They see how large donors have a disproportionate impact in elections, and they know that politic…