With years of travel I’ve experienced the full range of frontline servers. Some are warm, friendly, and genuinely want to help. They seem to have bounced out of bed that morning thinking “how can I brighten our customers’ day?” Others are sour and surly. For them, customer service is an oxymoron and a huge pain […]Read post »
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We did a series of focus groups, interviews, and a feedback survey with a division of a large company to help Eric, the division manager, determine why their culture wasn’t performing at the level he wanted. We found that the shortfalls in the division’s levels of engagement, service, and productivity could be traced to the […]Read post »
Wells Fargo is now America’s largest bank by market capitalization. One of Zenger Folkman’s early and largest Clients, the company has been working extensively on leadership and culture development for the past decade. CEO John Stumpf observed, “We always say we could leave our strategic plan on an airplane, somebody could pick it up, and […]Read post »
Recently I’ve been reviewing our lessons learned on organization and culture development. This is in preparation for our June 17 webinar on Leading a Peak Performance Culture. “Making Change Work … while the Work Keeps Changing” is a new research report from IBM summarizing interviews and online surveys they conducted of over 1,400 leaders responsible […]Read post »
Leadership is fast resembling the famous Mark Twain quote about the weather – everybody’s always talking about it but nobody does anything about it. Based on their ongoing research, The Conference Board of Canada concludes, “Building leadership capacity has been a top priority for several years, at least on paper. The problem is that, while […]Read post »
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 »
The RBL Group in partnership with Aon Hewitt and Fortune magazine has just released the latest version of their “Top Companies for Leaders” study. Every few years since 2002 this study has been conducted to look at the talent management practices of the best companies around the world across hundreds of data points. 470 companies […]Read post »
Here are especially vital findings and powerful observations about just what it takes to build a peak performance culture. These are drawn from Harvard Business School professor, James Heskett’s new book, The Culture Cycle: How to Shape the Unseen Force That Transforms Performance: “Culture really matters. As Lou Gerstner wrote, reflecting on his experiences in […]Read post »
John Kotter and James Heskett’s classic book, Corporate Culture and Performance, is an organization development classic. The book provided solid evidence of the payoffs that come from adaptive cultures and the negative power of unadaptive cultures. Adaptability is absolutely critical today. As change tsunamis relentlessly sweep the globe, adaptive organizations are getting stronger and unadaptive […]Read post »
Third in a four part series on The Three Rings of Perceived Value. Today’s external customers or internal partners are looking beyond the core product or service (First Ring) to broader levels of support. The Second or Support Ring encircles a huge array of services and factors. Basically it includes anything an organization does to […]Read post »