To humanize the way your business delivers innovative service you need to find ways to connect with customers as people. Innovative services are the fine touches that punctuate an interaction with a customer…. Read More»
The problem with the leadership conversation we’ve been having lately is that there is too much distance between leaders and followers. Leadership is becoming rarified and commoditized. I am fatigued with the gazillions of instructions, studies, reports, programs, degrees, experts and gurus…. Read More»
With employee productivity so crucial to business growth, it should be encouraging to companies to learn that employee happiness is so closely connected to their performance, because employee happiness is not a myth; it can and does exist…. Read More»
Yes, how you lead is important. Why you lead, though, is far more interesting and more powerful. When you combine the how and the why, you have a dynamic interaction that helps emerge your leadership presence.
We are captivated by a leader’s presence when she:… Read More»
CEOs by nature are time-starved species. Critical to their success and the success of their organization is how they carve up the hours on the clock. Those who invest their time advancing their company’s business model or seeking a better one are adding value to their organizations. … Read More»
Years ago, when I was just at the beginning of my speaking career, before I really launched my leadership practice, my keynotes and other talks were on customer service as a competitive differentiator in business. Many of my audiences at that time were small business owners, so I made sure I left them with concrete advice to take back to their staff that they could institute the very next day. … Read More»
Those of us in HR and Leadership roles have seen too many walls go up between the different generations. There’s mistrust and unease all around. The Millennials consider the Boomers a bunch of old fogeys. The Xers feel caught between. Boomers can be condescending and closed-minded. And who suffers most because of this generational dysfunction? The organization! … Read More»
We are all permeated by the wise words of the great strategist Michael Porter: “The essence of strategy is choosing what NOT to do.” This simple but powerful phrase highlights the essential importance of focus as a condition for business success, Porter making a distinction between three generic strategies to drive sustainable competitive advantage: cost leadership, differentiation and market segmentation…. Read More»
21st century leaders need to tap into the actions that unleash the human spirit in our organizations. These are merely 12 ways. Certainly in a list like this simplifications must be made. I hope, however, each action speaks boldly on its own…. Read More»
Social media results come from three things in equal measure: good karma, daily practice, and a ton of experimentation to see what works (or as I like to call it, “kicking the tires”).
I wrote an earlier version of this article when I had recently reached a really cool, completely arbitrary milestone of 100 thousand followers on Twitter. Now that I’m nearing 350,000 do you know what I’ve found?… Read More»