ChangeThis RSS
"In the 21st century, human nature has discovered a new mirror. Thanks to the rise of smartphones and wearables, such as the Apple Watch, we can now monitor our body and behavior in exquisite detail, tracking everything from the amount of sleep we get to the number of calories we swallow. We can count our steps and resting pulse, compare our social network and spending habits. (There's even a smartphone app that can tell you how often you check your smartphone.) Only a few years before, quantifying these aspects of life would have required a trained team of professionals. Now we can do it with the slim computer in our pocket.
Unfortunately, it's not clear that this new feedback is helping us make better decisions. ... These new digital mirrors are certainly cool. I want to make them useful."
Continue reading
"Your most loyal customers set the stage for continuous volume growth. If you listen to them, they can help you define how far afield you can extend. If you track them and induce them to introduce you to their friends and family, they can be your surest route to growth. If you forsake them at any point, they can, like jilted lovers, go from being fanatical fans to fanatical detractors. They will tell you in clear language what is a sin and what is unacceptable behavior. But don't turn away. You need to listen, question, listen again, and test."
Continue reading
"HR has been trying to get the proverbial seat at the table for eons, and it doesn't seem that there has been much progress and... there's a credibility gap between HR and the 'C' suite that gets wider every day. The C-Suite still doesn't see or value the role HR can and should play, because we are still mired in the morass of compliance and administration.
I have spent my career as one of those HR professionals who have to cajole arrogant operational leaders into doing 'HR work.' I've fought the resistance, and I've learned a lot along the way. I've learned that this can't be 'HR work'—it's leadership, plain and simple."
Continue reading
"In today's complex, fast-paced, always-on business environment, speed matters. As leaders, you need to be able to rapidly sift through an overload of information and multiple distractions to make the best decisions for your organization. Time is of the essence. Everything is urgent. The most common words for many leaders are 'more' and 'now.'
What if you could enhance your focus and clarity, improve your effectiveness, have more time and less stress? [...] The underlying challenge is that our mind can have a mind of its own making it difficult to manage our attention. Recent scientific studies suggest that our ability to pay attention is getting less and less. If managing attention is key to realizing results, this is a significant issue for all of us not only in terms of ourselves as leaders but also in how we manage and support our teams, colleagues and clients.
[...] If managing our attention is at the root of the problem, then training the attentional muscle is the key to addressing it."
Continue reading
"With customer experience, companies don’t simply fulfill functions or execute transactions—
they cultivate feelings around their products, services, and brands. As such, customer experiences should resonate emotionally, appealing to the five human senses and expressing
a unique brand personality."
Continue reading