The Empowered Buisness

JULY 14, 2015

You could gain access to the underlying motivators that drive a leader or employee to do their best work? It’s called motivational profiling. Your underlying (and often unconscious) attitudes and motivations determine what you pay attention to and focus on in your leadership role. Dominant motivation driver.

Motivation 100

Motivation Leadership McClelland Long-term 100

Harvard Business Review

JUNE 26, 2015

The first relates to IQ, curiosity, and decision-making styles; the second to motivation and ambition; the third to emotional intelligence and social skills. Large call centers are pioneers in this area — for years, they’ve tracked the number of calls and breaks employees take and the customer ratings for each call.

Ethics 8

Ethics Emotional Intelligence Benchmarking Hotels 8

Harvard Business Review

DECEMBER 2, 2010

A customer journey looks at things entirely from the customers' point of view:; their actions, goals, questions, and barriers over time. Are the touchpoints addressing customers' motivations, and answering their questions or allaying concerns? Click graphic for a larger version).

Insurance 15

Insurance Retail Brand Loyalty 15

Harvard Business Review

MAY 17, 2016

Speed is measurable and can be benchmarked. ’” Distortion of motive: Young organizations have no place to hide and the founder knows everything. We have seen management teams benefit greatly from setting up ways for them to “drop in” on customer calls, or call-center service discussions.

Execution 10

Execution Bureaucracy Self-aware CEO 10