Turning leadership on its head: Finding the leaders around you
At a time when, in my opinion, we are seeing a breathtaking lack of leadership handling the current global COVID-19 pandemic, I thought it timely to republish my article of…
The One Thing You Need To Understand About Your Company’s Culture
Changing corporate culture is hard, and many companies make it even harder by not understanding the different segments that make up their company. https://youtu.be/8cZBjXbr6tA In every company, there are different…
Customer-centric culture starts at the top
Last week we started the conversation about culture by establishing that we need to define culture before we can deliver great customer experience. Today, we are talking about how to get…
Who is accountable for making the customer agenda really work?
It's probably down to one person Last week one of my customers asked me a question: why are respected practitioners commenting that Customer Experience is failing? It’s not a question…
7 E’s of High Performing Leaders
Great leadership comes in all shapes and sizes from Lincoln, Churchill, Gandhi, Martin Luther King, Mandela and so on. This makes understanding what great leadership is, and being able to define it…
Tell your story and change your team’s performance
“Ironically, teams succeed because they are exceedingly human. By acknowledging the imperfections of their humanity, members of functional teams overcome the natural tendencies that make teamwork so elusive.” Patrick Lencioni Teams…
Psychological Safety: one antigen against the Corona Virus
This dialogue is from the Women in Safety Excellence WISE/ASSP. I am keeping it anonymous and invite people to own it if they so choose. Why is psychological safety an…
5 negative impacts of a blame culture
How do you respond when a problem occurs? Do you leap into action and go into full solution mode? Or Do you look around and try to figure out who…
Why Customer Experience transformations stall?
In this follow-up to my article titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. In the previous article, I focused…
Exquisite Risk: Why Social Connection Eats Rules, Law, Values, Etc.
We have come to the understanding that risk cannot be eliminated, and it can be mitigated through various operational processes and technologies. Still, the effectiveness of these mitigation is hampered…