The Employee Engagement Profit Chain
The motherlode of wealth runs not through the executive corridors but through the vocational landscape of frontline employees.” I know I quoted this, from “Firms … Read more
performance
Customer Service: When will they ever learn?
It was a day when the words of the old song came to mind! The lesson began when I read that, after the 9/11 attack … Read more
Mitigating the Cost of Living Crisis
Energy, food, fuel – the costs of all the basic essentials of life are increasing dramatically and rapidly. No wonder there is concern about inflation … Read more
Motivation: The Key to Building Talent
“Motivation is the reason that people develop talent in the first place.” That line from Adam Grant’s book “Give and Take” really made me stop … Read more
Building Your Brand
As a business leader you invest a fair proportion of your time in your organisation’s brand – consciously and unconsciously. Your efforts are conscious when … Read more
How to Build Proficiency
To communicate effectively you’re going to need Information, which becomes Knowledge, which leads to Experience, which leads to Proficiency, which gives you Wisdom, which gives … Read more
A Powerful New Social Contract
It’s true: you don’t know what you don’t know! So, logically, you cannot miss it. But that does not justify the old adage that “ignorance … Read more
How’s Your Customer Service?
I bet you are doing more to monitor customer experience than ever before. That’s a pretty safe bet because technology has simply made it so … Read more
Meeting The Need For Transforming Leadership
In his book, “Leadership” the Pulitzer Prize winning author, James MacGregor Burns defines leadership as, “The reciprocal process of mobilizing, by persons with certain motives … Read more
Transformation or Reformation
What’s the difference anyway? That is the question I found myself asking. I was reading the Pulitzer Prize winning author, James MacGregor Burns’ book “Leadership” … Read more