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Tagged with 'McKinsey & Company'

Boost Customer Service with a Culture That Serves the Servers

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 […]

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Why Leadership Development is Failing and How to Fix It

A new McKinsey & Company study reports that the training industry “estimated to be more than $50 billion are delivering disappointing results. According to a recent Fortune survey, only 7 percent of CEOs believe their companies are building effective global leaders, and just 10 percent said their leadership development initiatives have a clear business impact. […]

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Leading a Peak Performance Culture Webcast Links

With over 500 sites from many countries tuned to our one hour webcast last week it’s clear that Leading a Peak Performance Culture is a topic with lots of interest. You can now view the full archived webcast by clicking here. During this fast-paced session I gave a high altitude, jet speed overview of a […]

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Put Employees First to Delight Customers

How can apathetic or disengaged frontline servers produce happy customers? Some exceptional employee will delight customers despite how they’re treated by their boss or the organization. Most don’t. The vast majority of employees directly reflect the care and service they experience every day in their team or workplace. “The Secret to Delighting Customers? Put Employees […]

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Building on Strengths Key to Improving Organizational Health

In our culture development keynotes, workshops, and retreats we’ve been citing research from the largest study of organizational effectiveness ever undertaken. A few years ago McKinsey & Company published their extensive research in Beyond Performance: How Great Organizations Build Ultimate Competitive Advantage (click here for my book summary and review). The research study identified nine […]

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Strengths-Based Leadership Development Webcast

The more we learn about Zenger Folkman’s leadership development research and approaches, the more excited we are to be their Canadian Strategic Partner. At risk of sounding like a sleazy late night TV pitch man; Zenger Folkman’s Strengths-Based Leadership Development System is a major revolution in our field. We’ve got a leadership crisis. Our organizations […]

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