Every business, without exception, has always been established to provide a good or service to a customer. Which means we’ve been serving customers for at least four centuries and likely far longer. So why is obtaining and considering the voice of the customer—a business’s raison d’etre—monumentally difficult for so many?Read More
If you are an insulated leader, you are missing the big picture. As a result, you are making decisions based upon poor—sometimes misleading—information. In today’s climate, you cannot afford to misinterpret the variables that make up your opportunity for a winning equation. As such, you need to remain aware of the insulation effect, or R-value, of your team by watching for these clues:Read More
All around us are thought leaders who know that being “human first” must be a core characteristic. That focusing on building a positive, enabling work environment makes us far more productive. That engaging with employees and customers – as fellow humans worthy of respect – pays huge dividends. And that leading from a motivating, empathetic position is good for both our people and our profits.
It is those thought leaders we honor now.Read More
It’s perhaps the worst kept secret in the business world that what you know is worth only about 25% as a predictor of whether or not you will succeed. The rest is based on fit – how you fit with your boss, your team, your customers and your organization’s culture.Read More
Executives and leaders are critically important in engaging and focusing their teams. The best leaders in organizations help lead their teams and colleagues out from under the cloud of a layoff and use the event to challenge the old ways of working and thinking.
Here is what we’ve seen leaders do amidst a layoff:Read More
Thank God for this week’s guest, Tim Kuppler, former president of Dennison Consulting, author of The Culture Advantage and founder of Culture University. Not only does Tim get it, but he’s been studying it for most of his career. He wrote a book on it, a collaborative effort with four other experts, and he’s built an insight-delivery vehicle for leaders to access the true significance of this all-important aspect of business.Read More
The subject of workplace culture was once again in the limelight with the media and political circus surrounding the massive General Motors ignition switch recall crisis that led to at least 13 deaths. I started the research for this post thinking I would share some fundamentals about true culture change and connect them to GM’s management of this safety crisis. I now believe Mary Barra, the new GM CEO, will successfully lead one of the most significant culture transformations in history. We should all watch as this live case study unfolds because the insights will be meaningful for any organization.Read More
“No” is often seen as a rejection and most owners of strategies or initiatives don’t want to see their babies rejected. The challenge is that when we don’t say no by drawing the boundaries and frameworks for our people to execute, we inevitably compromise our impact and hugely frustrate our people. Here are a few ways leaders and managers can do a better job of saying no to create greater engagement and results.Read More
Key to understanding culture is to recognize that what executives think impacts culture is different than what employees think. In the differences is the opportunity to reconcile expectations and perceptions, but it takes a willingness on both parts to find a common understanding about culture. For example, John shares a graph that shows that executives believe financial performance is the most impactful to culture. Yet, for employees it’s the least impactful. For those closest to the work, the biggest impact is open and candid communications followed by employee recognition and access to management.Read More
Just last week I found a new favorite radio show on NPR: Snap Judgment, hosted by Glynn Washington. And here’s the segment of his show that hooked me: Tatyana Brown’s “National Holiday Project.”
Tatyana, a poet, found herself in a situation very familiar to most of the poets and other artists in the world through time immemorial: working a “real” job to pay the bills.
In Tatyana’s case…Read More