As a leader, you make dozens of decisions daily. These decisions may be small and barely noticeable or they may be larger and more complicated. Inevitably, you’ll make mistakes along the way. If you understand the value of learning from …
Change is never easy, nor should it be. If it feels to easy, it is. So, stand proud, and remember the story of the Dog Soldiers. As they fought, the Dog Soldiers sang their own song in the face of …
There’s nothing wrong with treating yourself well and rewarding yourself for a job well done, but change agents know the feeling will, should, and must be fleeting. Would we like to have things move along nicely and grow as long …
“Innovation is doing something better that people will pay for. The funny thing is that your existing competition does not stay still, and new competition comes from nowhere – so you have to change.”
I love that quote from my …
Change agents must refuse to compromise on creativity when they believe it’s the right thing to do. We did this with the Kodak Challenge and the PGA Tour, refusing to be tied to older sponsorship models like NASCAR and the …
The foundation of scale is all about zeros. Just add or take away zeros and any small or big business plan can be drawn to scale. The old model requires you to bully your way into the market or use …
A Focused Executive Program comes down to one word: relationships. So get off your butt, get out from behind your gosh-darned desk and go visit and talk to customers – every single one of you – so they turn to …
Several change agents I spoke to bravely admitted they had missed the boat initially on social media, but turned it around quickly. That’s the beauty of social media, too. As long as you eventually get it, you can catch up …
Customer service is all about capturing and listening to your customers, and the phone and certainly social media can’t replace the human touch. People are not particularly adept at listening on social media – really listening. We tend to talk …
Customers don’t and won’t care about you until you deliver and keep your brand promise to them, and that requires you to do one thing first: care about them. That’s why I spend so much time creating programs that directly …
What are you doing to find out more about how you serve your customers and what it takes for your people to handle your customers? Even if hugging is not your thing, you can reap the other benefits from being …
Change agent are always going to hear more negative than positive
comments even when they succeed — or perhaps especially when they succeed. Pauline Kael, the former film critic for The New Yorker, was once asked how she …