Archive for strategy SmartBlogs

Three years ago a gathering of customer service professionals proved to be a dour affair, as these well-meaning folks grappled with the onslaught of social media. Back then, social was an irritant: a brightly costumed character that many hoped would just go away with a bite-sized homage. Fast forward to the recent Incite Customer Service Summit and you’d see, like I did, a transformation not unlike Clark Kent’s transformation to Superman.[…] Continue Reading »

If the company is the bus and its leader is the driver, as Jim Collins’ famous analogy states, then it stands to reason that when the bus is moving, the driver should mostly be looking out the windshield (toward the future) rather than consulting the rear-view mirror.

Yet I still see many CEOs who attempt rear-view leadership.[…] Continue Reading »

They did it! Tommy Caldwell and Kevin Jorgeson climbed a rock that everyone thought was impossible to climb. Much has been written and more will be written about their extraordinary feat.

One view of their climbing that has struck me is that there are many lessons for leaders that we can glean from what they did. So as I continue to share vicariously in this ultimate event, I can’t help but think about the extraordinary examples of leadership that we have learned from the two men.[…] Continue Reading »

Companies, like people, have personalities. That’s the idea behind the organizational DNA framework from Strategy&, a member of the PwC network. For more than a decade, we’ve been working with Fortune 500 companies to better understand how these personality types are expressed in their organization’s DNA so that they can improve performance.

As with human genome mapping, knowledge is power: Identifying the precise building blocks that dictate your company’s personality and performance means you can activate the right ones to influence outcomes.[…] Continue Reading »

So you’ve decided to take your business in a new, more exciting and more profitable direction. At least, that’s how you see it.

Unfortunately, the other people who put their heart and soul into the old direction aren’t nearly as convinced. They don’t want to let go of all the work they’ve already put in and they’re skeptical that the same thing won’t happen again.[…] Continue Reading »