It is my opinion that delivering consistently superior customer service is one of the ONLY competitive differentiators left for most businesses and should be a key area of strategic focus by the leader. In this video I will share with you several important ideas around how to build a culture of delivering great customer service to drive higher levels of success in your business.Read More
MIT professor Thomas Malone riffs on the future of the workplace. It’s an interesting take. Here are a few highlights:
We’ll see an increase in human freedom in organizations, changing the way businesses are run. This is fueled, impart, by new technologies.
With new technologies driving down the cost of communications, decision making will become more decentralized due to the ease and access to large amounts of information.
Newer organizational structures will emerge
Recently, our friends at IBM were kind enough to ask Mark and me a few questions about our book, A World Gone Social. The following one-minute+ YouTube video covers some of what we uncovered in five years of research.Read More
In the five years it took us to research A World Gone Social, nothing came as more of a delight to me personally than the emergence of the social CEO. When the leader gets the power of social, change from an Industrial Age mindset to one of the Social Age won’t just be another short-lived initiative like all the rest. Once the CEO is social there won’t be any turning back: the organization will go social, too.Read More
According to a 2013 Strategy&/Katzenbach Center survey of global senior executives on culture and change management, the success rate of major change initiatives is only 54 percent. This is far too low. The costs are high when change efforts go wrong—not only financially but in confusion, lost opportunity, wasted resources, and diminished morale. The following list of 10 guiding principles for change can help you navigate the treacherous shoals of transformation in a systematic way.Read More