You aren't in business to lose customers. The reality is, however, that the customer isn’t always right and not every customer is right for you. There are times when getting rid of a customer can [...]
Your customers, both external and internal, are asking: Why you? Why now? What makes you relevant? More important, they will ask the same question every day into the future. Remaining relevant is your biggest challenge [...]
My SHRM “Viewpoints” post about discipline in today's workplace opened with this: Progressive discipline, as practiced in most organizations, is legally defensible … and flawed in its logic. It is rooted in the decades-old mindset that treating people progressively [...]
A strong, vibrant culture is the accelerator that gives your company a sustainable competitive advantage. It can also be an anchor that holds you back and sabotages your success. So which is it for you? [...]
Sandra (not her real name) was baffled and a little disconcerted. The team that had performed so admirably just a few years ago was now struggling. They still executed the routine tasks and assignments with [...]
Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. They stop asking two crucial questions: What else can we do to enhance the customer experience, and what’s next [...]
Distance might make the heart grow fonder in matters of personal relationships. In workplaces, distance – actual or perceived – can create silos and subcultures that undermine productivity, efficiency, and collaboration. That’s why leading companies [...]
Imagine wearing a large button with the words “Leader” and “Liar” written in opposite directions so that one of the words is always readable to others. How would those you wish to influence position that [...]
The future of business was foreshadowed in 1984. Not the book 1984 by George Orwell although you might make that case as well. The future we’re talking about appeared in a book titled Silicon Valley [...]
Everywhere you look someone is talking about corporate culture. It’s easy to see why. The research advocating for a culture that engages your team and makes employees happy is compelling. It is, after all, a [...]
What would be different in your operation if you could experience a 170 percent in engagement, a 294 percent increase in innovation, and a 221 percent increase in results? Would that give you a leg [...]
The days of sustaining the status quo are gone. You are either continuously changing to engage and excite your marketplace, or you are responding to impending disruption from someone who was innovating while you slept. [...]
Think globally. Act locally. The phrase entered the zeitgeist decades ago as a call for individuals and communities to consider the long-term impact of their actions on the environment. It has since evolved into use [...]
Decisions are a funny thing. You can’t initiate change without them, and yet deciding doesn’t mean that anything will be different. For instance, President Lyndon B. Johnson announced a decision to end U.S. poverty in [...]
Recently, a client asked for help to understand why it struggles with creating a culture that values and engages people. In a moment of absolute clarity and candor, a mid-level manager said, “I think we [...]