organisational behaviour

The Scapegoat Mentality

This is a combination between a bad Jerry Maguire scene and the conclusions of many months of conversations around many topics (yes, I woke up at 3:30 AM from a bad dream about “scapegoat” execution and had to write it and share it; I may get fired but my boss is quite understanding since he is more into results and outcomes than into looking good doing things…)

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Is Your Company a "Best Employer"?

What does it take to be a "Best Employer" company? And why is that a goal worth setting - and achieving - for your organization?

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The 7 Deadly Sins of Customer Experience

Is your company committing the 7 Deadly Sins of customer experience?

Recently, my kids asked me about the 7 Deadly Sins; I don't remember how the topic came up, but when they ask, I answer. Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience.

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Stakeholder Engagement for #CX Success

Today's post is a modified version of a post I originally wrote for Confirmit in April 2013. 

What is a stakeholder? And why should I engage with or interview one?

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Unlocking Organisational Magic Through Humanistic Leadership

Let’s imagine that you want to play the sales effectiveness game. What does it take to play this game well – effectively? At a minimum it takes folks in marketing and the folks in sales to play well together – as one team. Take a broader look, play with the time horizon, and you are likely to find that it takes folks in product development, engineering, strategy/finance, marketing, and sales to work well together.

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Why Smart Companies Put People First

In the go-go eighties, Dunlap’s enthusiasm for aggressive cost cutting and massive layoffs made him a corporate superhero. His subsequent indictment and conviction on fraud charges led business people to question his character, but not necessarily his methods.

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How Google Attacks Problems - Not People

One Friday afternoon in 2002, long before his company became a household verb, Larry Page walked into the office kitchen and posted some printouts of results from Google’s AdWords engine. On top, in big bold letters, he wrote, “THESE ADS SUCK.”

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Four Seasons Hotels Review a Daily "Glitch Report"

This is from the autobiography of Four Seasons founder Isadore Sharp, "Four Seasons: The Story of a Business Philosophy." Four Seasons has an unparalleled reputation for customer service. 

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Customer & Leadership: Is There a Formula / Recipe for Success?

I wish to acknowledge members of the ‘methodology police’, whom I met recently, for being the source of this conversation. Please note that for the purposes of this conversation I will use the terms formula, recipe, method, script and template interchangeably.

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2014 State of Customer Experience: Who Are UK’s Leaders and What Can We Learn From Them? (Part 4)

Today’s conversation completes this four part series (part 1part 2part 3) centred on Nunwood‘s 2014 UK Analysis report. In this conversation I want to talk about CX improvement. Specifically, what Nunwood say about what it takes to generate CX improvement.

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