change management

Change Management: Resistance to Change is a Myth!

The CEO was clearly exasperated. The HR director was reporting on the slowness of integrating two cultures from a recent acquisition. The change management consultant was pleading for leader patience. “Hell, I can’t afford to be patient,” barked the CEO. “I know people resist change, but they better get on board fast or we won’t […] Read moreRead More»

entrepreneurial culture

12 Entrepreneurial Culture Elements That Should Be Integrated Into Corporate Culture

Young Entrepreneur Council (YEC) is an invite-only organization comprised of the world’s most promising young entrepreneurs. In partnership with Citi, YEC recently launched BusinessCollective, a free virtual mentorship program that helps millions of entrepreneurs start and grow businesses. Twelve entrepreneurs share which elements of their entrepreneurial culture they would insist on taking with them to a corporate job if they were to give up their position…. Read More»

conscious bias

Why You Need to Pay More Attention to Your Conscious Bias

We often hear about unconscious biases, why we need to be aware of them, how to discover them, and how to eliminate them. But what about conscious biases? How do we manage those? We focus on an unconscious bias because it sounds nicer than conscious bias. It’s not our fault; we’re not doing it on purpose. More interestingly, as a Skyline Group International colleague, Laura Taylor, put it: what about acknowledging you made your conscious bias unconscious because of denial or guilt?… Read More»

employee experience

Wells Fargo: An Object Lesson in the Connection Between the Employee Experience and the Customer Experience

It’s been a tough few weeks for Wells Fargo, and that’s probably a colossal understatement. Once considered a pillar of the banking industry, Wells Fargo’s positive reputation is now as mythical as the phony customer accounts its employees created in order to meet sales quotas and keep their jobs. Instead of creating an employee experience aligned with Wells Fargo’s values, they created an environment where employees who missed their targets had to work overtime or on the weekends…. Read More»

customer service

Monogram Customer Service with Your Signature Passion

Most customer service relationships do not end with a storm of sound and fury. Most do not end in a fit of dissonance or a caustic conflict. Most companies “vanilla” customer service to death. It is death by indifference, monotony, and negligence. When someone asked my wife the secret of our 50-year marriage, she quickly said, “We got married, but we never quit dating.” Customer relationships are like that as well. They thrive on a rich flavor of engagement, like Neapolitan or spumoni, not plain vanilla…. Read More»

core values

The Real Problem with Core Values and Organizational Culture

One of the first thing leaders do when they finally turn their attention to culture is to develop a list of core values. And there is an obvious logic to this that you can trace back to the fundamental definition of culture. Some people will say culture is “how we do things around here.” There’s some truth to that, but that’s just the behavior side. It turns out the behavior is driven by something deeper: what is valued…. Read More»

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