Good Company ties together the lessons we’re still learning from The Great Recession, and explains what’s fueling the occupy movements, shows how social responsibility and environmentalism is dramatically shifting business approaches, and identifies the rising power of customers. Good Company is an inspiring and uplifting read for those of us working to bring about a […]Read post »
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Failing to understand, believe, and share a sense of urgency for why higher levels of customer service – or other organizational transformations are needed – is a major reason the failure rate for change and renewal efforts hovers around 60 – 75%. Today’s younger generations of workers have an even higher need to buy-in to […]Read post »
My last post looked at a common cause of poor internal or external customer service rooted in not seeing – or hearing – customers in 3D. A major contributor to this problem, and the resulting “functional chimneys,” is management’s failure to listen to the needs of service teams and their individual contributors. “If you don’t […]Read post »
There’s an epidemic of frantic busyness, multi-tasking, project overload, way too many goals, and tyranny of the urgent. An old folk saying reminds us “the hurrier I go the behinder I get.” A theme running through many recent blog postings has been the critical need to be more focused, disciplined, and strategic with our personal, […]Read post »