What if there was a way to make a 100% improvement in one of the most prevalent complaints customers have about your product and service? You would implement it in a heartbeat, right? In the [...]
From Mark Sanborn: The quick answer is that my greatest inspiration comes from my faith, family and friends, in that order. While true, that answer is incomplete. On a practical level there is a fourth [...]
“Our organization isn’t working as well as it needs to be. Things aren’t bad. They used to be much better. The just aren’t that way now.” Every leader has, at some point, felt that everything [...]
Regardless of how fast your company is today, the marketplace expects and rewards being faster and more nimble. Current success proves that correct choices were made yesterday. A competitor’s game-changing innovation or their faster response [...]
The names that regularly appear at the top of every list for amazing customer experiences and service are familiar: USAA, Amazon, Chick-fil-A, Publix, and Zappos. And sadly, so are names that appear at or near [...]
A prospect recently asked my fee for a one-hour speech. Their response to my answer was, “I thought plumbers and electricians were expensive.” With absolutely no disrespect to those who work in the trades, my [...]
Billy Crystal gave voice to what we all have felt: “Change is so hard.” Change, by definition, causes at least some level of discomfort. If it happens easily and overnight, it isn’t really change. That [...]
From Mark Sanborn: The biggest challenge businesses will face in the next five years is meeting increasing customer expectations. There is a current dilemma that will only get worse: the more you do for customers, [...]
Leadership is about the ability to influence others – nothing more and nothing less. It has less to do with position and is more about credibility, trust, and bringing out the best in yourself and [...]
From Mark Sanborn: First, it used to be enough to promise value to make the sale. If a client believed you could deliver, they gave you a chance. Today, you need to prove value [...]
My friend – and one of the Five Friends bloggers – Mark Sanborn wrote an excellent blog post last week titled “Why You Might Want to Stop Being a Thought Leader.” The premise is that [...]
From Mark Sanborn: The worst enemy of business? Indifference. Indifference is a lack of concern, interest or sympathy and it hurts business in two areas: people & process. A lack of concern for your employees/colleagues [...]
Your business, and your life are perfectly situated, organized, and operated to achieve the results you are achieving today. In short, you are exactly where you have earned the right to be. Don’t you hate [...]
I have stayed away from any direct public comment about the shooting of Michael Brown in Ferguson, Missouri. I don’t know the facts, and any comment would be pure conjecture. But, I do know what [...]
From Larry Winget: A leaders most important job: To lead. Duh. How do you lead? Not from behind, that’s for sure. Leaders have to get out in front with their ideas, vision, energy and presence. [...]