You either define the moment, or the moment defines you. In the past several months I’ll bet we’ve all had quite a few “Defining Moments.” Each time we define a new moment, a new way forward, it’s necessary to let go of an old belief system and replace it with one that is more…
Happy New 2018 – I’m excited about 2018. Everybody I know seems to think this year is going to be better than last. I agree. The vibe seems to be on the upswing. But let’s not leave it to chance. Let’s set some definite intentions to keep it move it moving in a…
What a mess the world seems to be in today! Looks like the economy’s up, the market’s heading down, the institutions we once counted on can’t seem to be trusted (think Wells Fargo, VW and Equifax) and people are very very edgy. Seems while some people win, a whole lot of others lose. It’s enough to make…
An Indelicate Moment – hey we all have them occasionally I was talking to a friend of mine the other day. It was an awkward conversation. He was giving me some feedback about how the last time we spoke I made him feel self-conscious. I heard him. I walked away thinking, “Perhaps…
As I do frequently, I recently spoke at a meeting of top execs who are looking to create thriving companies. Once again, (really?) the topic of managing young people today, AKA Millennials, came up, as it’s done for at least a dozen years. I’m still hearing some of the same things now that I heard…
They’re always watching you. 50 – 70% of an organization’s climate is determined by the actions of their leaders. Yep, that means you. Much of the time you spend at work is spent in clear view of those who report to you. In clear view of those who either admire you (and look for…
Pick up any business magazine today and (finally) there are some frank discussions of how you make your customers (and employees) feel and the importance of deliberately creating positive emotions in the experience. The more companies understand that the better we all will be. As consumers and as suppliers. Feeeeelings.. it’s all about the…
Think about it. You can’t consistently create Customer Evangelists, Deliver WOW experiences or knock anyone’s socks off with a Ho-hum culture, can you? But when you build an optimistic culture that’s coherent, aligned, strong and focused on creating positive customer experiences – what you’ve really created is an organism that can out think, out…
We all know that an outstanding customer experience grows out of a positive, life-affirming and people focused culture. Every culture has a climate. 50 – 70% of how people feel about the climate at work…
As I was coming of age as a manager I discovered the work of Peter Drucker, one of the most brilliant minds of the 20th century. It was Drucker who taught me to embrace ambiguity and that the best way to predict the future was to create it. Drucker taught that business should meet…
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