Dealing with change and disruption is one of the most important challenges every leader and organization faces today. In this blog, I join my friends and colleagues Larry Winget and Scott McKain to discuss how [...]
By the year 2020, your customer’s experience will be more important than your product or service in the decision to do business with you. That conclusion by Walker, a customer experience consulting firm, suggests that [...]
The President claims that Amazon is—in no particular order—ripping off the U.S. Postal Service, not paying taxes to state and local governments, and putting local retailers out of business. The facts, however, are not on [...]
Disruption is everywhere, and everyone is in danger of being relegated to the junk heap of irrelevance. At least that’s the impression you receive from the articles, books, and speeches that dominate business education. While [...]
Remember the early days of your business? Everyone was excited by the opportunity to do great work. Decision making was easy … and fast. Every day was an opportunity to create something new. Things were [...]
Recently, a client asked for help to understand why it struggles with creating a culture that values and engages people. In a moment of absolute clarity and candor, a mid-level manager said, “I think we [...]
How many “experts” does it take to offer commentary and advice on a customer service catastrophe? The apparent answer is, “All of them.” This post, however, isn’t about what United Airlines did right or wrong [...]
It is “silly season” in the United States—a time when those seeking to represent others in elected office engage in the dating ritual known as campaigning. The debate of divergent ideas consumes the airwaves. It [...]
My father had a problem. He was the shop manager for the International Harvester tractor and truck dealership in the small town where I grew up, and his staff was upset about their pay. There [...]
Allan was at his wits’ end. The transformation team he was leading was in chaos. Their work was stalled, and their carefully crafted plan was in danger of being obliterated by discord, disagreement, and in [...]
A note from Randy - Connecting with current and potential customers through social media is an essential aspect for building relationships if you are a solopreneur, entrepreneur, or large organization. Here's a guest post from Kieran [...]
They call them Unicorns—privately held technology companies valued at one billion dollars or more based on a disruptive idea that might … or might not work. Who wouldn’t want to be the Unicorn of their [...]
Most of the talk about New Year’s Resolutions is just that – talk. Despite all of our good intentions, most people won’t achieve their goals for the coming year. Research released by the University of [...]
Are you afraid of being Uberized? You should be. Uber, Airbnb, and Lyft aren’t just the poster children for the Sharing Economy; they represent the continuation of a truth that is as old as civilization: [...]
You are stranded on a desert island and only get to take 5 albums with you. What are they? Greatest Hits albums are cheating. Since the Five Friends are all huge music lovers we loved doing this one [...]