New research: Senior in-fighting undermines engagement and it’s the CEO’s fault

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In December, London Business School released a new piece of research: their 2017 Business Leaders Survey. The surveyed asked 1,248 individuals in senior positions from varying sizes of organizations across 12 sectors and 98 countries for their perspective on what are the major leadership and development challenges facing their organizations. The research found that the 5 biggest challenges facing leaders and their organizations today are employee engagement, effective strategy execution, talent management, siloed working practices  and how to encourage better

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Rid your company of the annual review to boost productivity

This is a guest post from Dan Halston on behalf of Money Crashers. Annual performance reviews are going the way of the dodo bird. Rewind a few years and any respected company was putting their employees through the dreaded paces of the annual review. In lots of companies, it not only includes an assessment from the boss but also inputs from colleagues and the employee. A funny thing has been happening in recent years, though: a handful of companies, including

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Engagement, why do we do what we do and why does it matter to our customers – Interview with Scott Gould

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Today’s interview is with Scott Gould, an engagement advisor, speaker and author of the recent book: The Shape of Engagement: The Art of Building Enduring Connections with Your Customers, Employees and Communities. Scott joins me to talk about his new book, what engagement is and what it isn’t, what most organisations get wrong when it comes to engagment, what we can learn from his book and how we can put it into practice so we can generate more of it

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Simpler service or experience pays

Choice

Over the last few weeks I’ve had the pleasure of speaking at a handful of conferences and in-house workshops, where I have been talking about some of the characteristics of leading companies, particularly those that are customer experience leaders. One of the characteristics I have been talking about is Simplicity. Now, it’s common when thinking about growing your business or developing your customer base to consider offering customers greater choice and more options. However, whilst offering more choice may seem

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A story about leadership, recognition and what goes around comes around

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Towards the end of last year, I wrote a piece about the herculean card writing efforts of Sheldon Yellen, BELFOR’s CEO. Since then I’ve told the story of Sheldon’s efforts a number of times both in direct discussions with clients and in workshops that I have been delivering. Every time I tell the story it generates a range of reactions. Everything from raised eyebrows, disbelief and wow! to how does he do it, he surely doesn’t write them all himself,

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Putting Dan Pink’s Mastery, Autonomy & Purpose into practice – Interview with Jeremiah Smith

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Today’s interview is with Jeremiah Smith, who is the President and CEO of SimpleTiger, a boutique digital marketing agency that specializes in SEO for entrepreneurs and software as a service firms. Jeremiah joins me today to talk about management styles, SimpleTiger’s discovery of Dan Pink’s three elements of motivation (autonomy, mastery, and purpose) and how they have developed a management system/approach that puts these three into practice. This interview follows on from my recent interview – Customer success needs to

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Ethics, technology and the impact of our decisions on customers and employees – Interview with Cennydd Bowles

Ethics

Today’s interview is with Cennydd Bowles, a designer and writer focusing on the ethics of emerging technologies. Cennydd joins me today to talk about ethics, technology, emerging technology, design and the impact of the decisions we make on customers and employees. This interview follows on from my recent interview – The Age Of Agile and why agile is more than a tool or method – Interview with Steve Denning – and is number 251 in the series of interviews with

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The Age Of Agile and why agile is more than a tool or method – Interview with Steve Denning

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Today’s interview is with Steve Denning, who describes himself as a writer, author, journalist and a renaissance man. He is very modest so I have included a more detailed bio for him below. As well as being a fellow Forbes contributor, he has just published a new book called The Age of Agile: How Smart Companies Are Transforming the Way Work Gets Done and joins me to day to talk about the new book, the imperative behind it and what

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A greater purpose will give your customer and employee experience an extra edge

Got purpose

Historically, customers used to buy the practical benefits of a product or service. More recently, however, the experience that customers receive has become ever more important and the battleground on which most companies are now competing. But, that experience seems to be evolving and is now being influenced by an emerging trend, one that finds that many customers are increasingly buying based on a company or brand’s purpose and how focused they are on the greater good. What seems to

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