organisational behaviour

Leadership Involves Mastery of Initiative Conversations

Effective Leaders Excel At Initiative Conversations

I say that a leader is s/he who brings about a future that wasn’t going to happen anyway. I also say that human beings are beings who live in-through language. This leads me to conclude that a leader is s/he who is a master of using language to bring about a future that wasn’t going to happen anyway. 

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Getting Everyone on the Same #CX Page

How do we ensure that everyone in the organization is on the same page when it comes to customer experience? 

My latest post has me thinking about a quote I stumbled upon the other day from Edmund Wilson:  

No two persons ever read the same book.

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Successful Transformations: The Ugly #CX Duckling

How's your customer experience transformation coming along?

I'm sure you've heard (or recall)  Hans Christian Andersen's story, The Ugly Duckling. If not, here's a quick refresher: 

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How IBM Plans To Help Reinvent the Modern Corporation

It’s no secret that big corporations aren’t what they used to be. In recent years, we’ve seen paragons such as General Motors, Kodak and Blockbuster have go bankrupt even as upstarts like Tesla, Instagram and Netflix rocket forward. The average lifespan of a company on the S&P 500 has fallen from more than 60 years to less than 20.

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The DNA of a Successful Customer Experience

What are the Six Pillars that Nunwood has dubbed "the DNA of a successful customer experience?"

I was recently sent an advance copy of the 2015 Nunwood US Customer Experience Excellence Report. The report focuses on best practices in the US market, investigating which businesses excel, why, and how UK brands can learn from US customer experience leaders. (Nunwood is based in London.)

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What’s the Difference Between UX and CX at an Experiential Level?

Is there a difference between UX and CX? Yes. What is the difference between UX and CX Allow me to answer this question by sharing my experience in dealing with a web hosting company.

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Do Your People "Get" Your Customer Experience Strategy?

What do you think would happen if during an offsite meeting, 6 members of your 10-people strong management team came up with the most brilliant brand and customer strategy on the planet. In fact it was so brilliant, that it would give Apple, Google and Amazon a run for their money. It would go down in history as the best strategy every written.

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Why Big Organizations Are Broken

Charles Erwin Wilson, Eisenhower’s Secretary of Defense is credited with the quote, “What’s good for General Motors is good for the country.” In fact, what he said was actually the inverse (that what was good for the country was good for GM), but no matter, both statements had an element of truth.

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It's Not About the Metric

I originally wrote today's post for Confirmit in November 2014. I've made some modifications.

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Customer Experience: A Tale of Two Service Providers – One Public, One Private

The Technology Exists to Transform the Customer Experience

In his latest post Don Peppers shares his experience of attending the Mobile World Congress in Barcelona. Given my recent experiences as a customer, the following words particularly resonate with me (bolding mine):

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