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"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."
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"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."
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"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."
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"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."
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"The majority of today's grandparents are from the baby boomer generation; they appear more youthful, vital and active than grandparents of previous generations. Grandparents are spending thousands on rock concerts, hundreds on hip jeans, stocking up on the best anti-aging formulas and scents, while amassing a shoe closet that Carrie Bradshaw would envy.
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Still, if you do an image search on grandparents in Google, look at what pops up! You will see photos of people 75+ in sedentary environments. Or cartoon caricatures of couples with gray buns, sagging bellies and boobs, and canes. This is far from the reality of the baby boom generation grandparents. In reality only 20% of grandparents are 75 and older. Stereotypes like this keep advertisers and their agencies from realizing the potential of the grandparent market as a viable target consumer."
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