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

London_Business_School_facade

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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HubSpot learned that when it comes to customer success, everything counts in large amounts

HubSpots front lobby

Back in 2005, Bain produced a piece of research that identified the existence of a customer experience delivery gap, where 80% of the companies surveyed believed that they delivered a “superior experience” yet only 8% of customers agreed. Now that research may now be verging on becoming old and, potentially, out of date. But, the idea of a ‘gap’ existing still resonates with many executives and entrepreneurs that I talk to when I conduct workshops and give talks on getting

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Striving for excellence has never been more important – Interview with Tom Peters

Excellence

Today’s interview is with Tom Peters, author of numerous business books (18 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Excellence (co-authored with Robert H. Waterman Jr). However, today he joins me to talk about his latest book: The Excellence Dividend: Meeting the Tech Tide with Work That Wows and Jobs That Last, what companies should be focusing on in the face of rapidly evolving technology, why striving for excellence is

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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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An honest and open discussion about how and why we evolved our approach to customer success – Interview with Eva Klein of Hubspot

Evolve

Today’s interview is with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open and honest conversation about HubSpot and customer success, their journey, how their approach to customer success has changed, what they have learned along the way and what we can learn from it. This interview follows on from my recent interview – A tool to help us make better decisions and improve

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A tool to help us make better decisions and improve business, customer and employee outcomes – Interview with Matt Watkinson

Grid

Today’s interview is with Matt Watkinson, consultant and award winning author of The Ten Principles Behind Great Customer Experiences. Matt joins me today to talk about his new book: The Grid: The Decision-making Tool for Every Business (Including Yours), why he wrote it, what problem it solves and what we can learn from it. This interview follows on from my recent interview – The role of voice in the future of customer experience – Interview with Gregg Johnson – and

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

Smiley Face

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

Mastery autonomy purpose

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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Integrating lean principles into digital transformation

This is a guest post from Arthur D. Little. It was written by Bernd Schreiber, Willem Romanus and Yong Lee. “We’re through with lean – it’s time to go digital!” will sound familiar to the ears of many executives today. At first sight the idea of abandoning lean and trying something “new” that delivers more radical improvements seems appealing. However, although lean and digital initially appear largely unrelated, ignoring lean principles may be risky, and can even prevent digital transformation

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