Somebody asked me whether I thought business was sick referencing my use of the word wellness. I said that I thought some businesses, like people, were sick, some unfit, and some fit and working to stay that way. However, overall, much like the general population, today’s workplaces are largely unwell in one way or another. … Continue reading Many businesses are sick, or at least unwell, but you can make your’s better.
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Start the Revolution
Tom Peters, the iconic management guru, says, “Any/all businesses are people serving people.” He then goes on to say that leaders are “people serving people serving people.” This would mean that the CEO of a company is a person serving people serving people serving people. However, most companies are built more like this, a CEO … Continue reading Start the Revolution
Overlooking longtime supporters in favor of new blood. What kind of strategy is that?
Is it just me or does anybody else get a little miffed that new customers sometimes get perks that longtime, loyal customers don't? I've been a longtime Discover card customer, and in recent ads, they've been touting extra cashback for new customers. You see, Discover gives their cardholders a kickback percentage for using their card … Continue reading Overlooking longtime supporters in favor of new blood. What kind of strategy is that?
How seeing people differently can change everything.
Bicyclists. They get in the way. They are unpredictable. They are just obstacles to get around. Right now, you are reading this thinking I am a jerk for thinking such things. How can this guy be so insensitive? Bicyclists aren’t so bad, they’re allowed the road like anyone else. But when you’re behind one and … Continue reading How seeing people differently can change everything.
Don’t beg for scores, earn them.
“’PLEASE GIVE ME TOP SCORES’ is the fourth most annoying interaction customers have with companies…” This quote is from Jeanne Bliss’s book Would You Do That To Your Mother? Survey begging. I feel certain most of you have experienced it at some point. In simplest terms, survey begging is when employees of a business ask … Continue reading Don’t beg for scores, earn them.
Are you delivering value? If not, what the hell are you doing?
A couple of years ago, I was visiting with a colleague and we were discussing something with someone remote. I had to send this remote person an image on a laptop screen. To do this, I went about an arduous process involving copying the screen image to a graphics app and then cutting the image … Continue reading Are you delivering value? If not, what the hell are you doing?
Excellence
I didn't write this post, Seth Godin did, but it resonated with me so I'm reposting it. It's almost a poem, and it is spot on as far as what's necessary for pursuing excellence. Ponder this, make a plan, take action! Excellence by Seth Godin If you knew, and you could see the world through … Continue reading Excellence
Are you clear or cOnfUSinG? Here’s a way to straighten that out.
When customers or employees are unengaged or confused, it can largely be because you haven’t answered some simple questions they may have. You may think you have, but for whatever reason, they didn’t get it. Answering questions can be more difficult than you think. What we might think answers the question might seem clear but … Continue reading Are you clear or cOnfUSinG? Here’s a way to straighten that out.
If you want to be customer centric, you have to take their walk.
The Lucile Packard Children's Hospital in Palo Alto, CA is redefining customer centricity. The entire hospital experience is viewed from a child's perspective, a sick child’s perspective. Think for a moment, if you were one of these kids, afraid and in pain, what’s something you’d want? You’d probably want to be distracted from all the … Continue reading If you want to be customer centric, you have to take their walk.
What’s your purpose, gaining or giving?
A compelling, noble purpose gives work meaning. With purpose comes energy, passion, and motivation to get out of bed in the morning. And over the long haul of a career, it is an absolute necessity if we want workplaces that don’t become prisons where people drag in on Monday and run out on Friday. A … Continue reading What’s your purpose, gaining or giving?
Neal Woodson 