Fire When Ready
The real problem with poor performing employees is us. If you want to feel...
Tales from the Front Line
Too many customer service excellence and customer-centricity culture initiatives end up feeling to employees...
Customer Crazy
We have just read a report that states that 65% of 1,000 consumers surveyed...
Is the Patient Sick?
In trying to understand how companies can produce sustainable high performance we can use...
A Year in Review
As we march headlong into the final month of the year many minds turn...
Trust is not Optional
When considering the great leaders within business there is one core attribute that they...
Standards but not Standard
Governance is a much misunderstood discipline at the leadership level from the perspective that...
What Kind of Boss Are You – Star or Idiot?
We spend a lot of time thinking, coaching and writing about the challenges of...
Culture of Change
When thinking about making a shift in culture we need to clearly understand that...
Making it Stick
Coming up with your organizational strategy is one thing but making organizational change stick...
Seven Deadly Sins
Let us state up front that the sins to which we refer are those...
Wood for the Trees
A famous line from Alice in Wonderland is “If you don't know where you...
The Trouble with Talent
Increasingly companies are viewing the ability to manage talent as a strategic priority or...
One and Done
Statistics consistently reinforce that the biggest challenge in today’s customer facing business environments is...
Improvise, Adapt and Overcome!
“Improvise, Adapt, Overcome” is an unofficial slogan among US Marines and made popular by...
Coping with Complexity
The general view on complexity is that it is a bad thing and that...
Credible Leadership
Credibility in leadership is important now, more than ever, because there is a good...
Getting What You Paid For...
For years organizations have spent substantial time and money on improving the capabilities of...
Growing a Pair
Making smart business decisions and doing the right thing is critical. That’s true not...
The times they are a-changing
A common complaint we hear from clients is that of ‘change fatigue’ which appears...