Thu.Feb 02, 2012

Customer Experience is a Culture not a Project

C-Level Strategies

One of the benefits of my role as Chief Relationship Officer at CEO Connection is the opportunity to have fascinating business conversations with a number of mid-market CEOs.

Take a Hike

Tony Mayo

One pattern I noticed while reading about the physicists and mathematicians who invented quantum mechanics and built the atomic bomb was the number of key insights that came to them while hiking and walking. At first I thought this might have been a mere cultural coincidence. Many of these scientists were turn-of-the-century central [.]. For Executives Creativity Fitness

Trending Sources

Rypple’s Nick Stein, on how to deliver better feedback

Next Level Blog

Rypple is a web-based social performance management platform that helps companies improve performance through social goals, continuous feedback and meaningful recognition. I recently spoke with Rypple’s Nick Stein to learn more about the company and get his tips for giving – and getting – effective feedback. Here’s an edited version of our conversation. Scott: Is it fair to say a. Click headline to continue.

An Elementary Approach to Facing Conflict

Ron Edmondson

I’ve seen a lot of conflict in my life. From parents and couples in my office for counseling to employment situations where two people can’t get along. I’ve even seen a fight in the grocery store because someone thought someone else cut line. As an observer, I’ve learned a few things about facing conflict. Primarily, I’ve observed that the way one person responds often determines the way the other person responds. That makes sense, doesn’t it?

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Social Media and Online Community Platform Usage by Inc. 500 Companies Detailed in Study

Managing Communities

Nora Ganim Barnes, a Chancellor Professor of Marketing and the Director of the Center for Marketing Research at the University of Massachusetts Dartmouth, has released the results of the center’s fifth annual study into the usage of social media by Inc. 500 companies. The survey asked participants about thirteen particular types of social media: [.]. Research

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Got Air?

LeadStrategic

Air is important for life. Extreme athletes in the sport of free-diving can hold their breath for several minutes while simultaneously “diving” to dizzying depths. Unlike recreational divers using traditional scuba gear, free-divers take a deep breath and head into the deep blue.

No, you can NOT have it all

Jason Womack

Is your focus spread across things you're thinking about, projects your managing AND to-dos you're prioritizing? I call those the three "kinds" of work we all have to engage in during the day.

Four Ways to Improve Your Communication

The Recovering Engineer

If you want to become more effective as a leader, more successful in meetings, or more confident while resolving conflicts, become a better communicator.

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Goals, Tasks, Purpose, Objective…Call it what you want the work has to get done!

Create Learning

Consulting and Coaching Teams and Managerial-Leaders plus writing this blog I harp on Goals. As people and people who create organizational-systems of work Managerial-Accountability-Hierarchies purpose and the Goal means very much to us.

Mark Miller: An interview by Bob Morris

First Friday Book Synopsis

Mark Miller is a business leader, best-selling author and communicator. He began his Chick-fil-A career working as an hourly team member in 1977. In 1978, Mark joined the corporate staff working in the warehouse and mailroom. Since that time, he has provided leadership for Corporate Communications, Field Operations, and Quality and Customer Satisfaction, and today [.].

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Need Help With Innovation? Ask an Uninformed Stranger!

Management is a Journey

Sometimes the best answers for solving a problem come from someone who knows a lot less than you about what you are facing. It’s an innovative problem solving strategy called lack of knowledge and it involves getting the input of a thoughtful but otherwise uninformed individual about the problem you face. They do not have [.]. Innovation management organizational productivity strategic thinking

Keep Trying New Stuff, Constantly – Lessons Buried in the Facebook S-1 Filing

First Friday Book Synopsis

So, (courtesy of Slate: Sh*t Facebook Employees Say), here are five maxims/mantras of Facebook buried in their S-1 Filing: Facebookism No. 1: “Done is better than perfect” Facebookism No. 2: “Code wins arguments” Facebookism No. 3: “Move fast and break things” Facebookism No. 4: “The riskiest thing is to take no risks.” Facebookism No. 5: “This [.]. Randy's blog entries constant innovation Facebook Super Bowl Winning

Just 14 minutes to speed up your computer work

The Organized Executive's Blog

If you spend most of your day at a computer, just a small bit of customization can add up to hours of time savings. Peggy Duncan , a productivity expert and member of The Organized Executive ’s advisory board, has created a great short video with more than a dozen Windows 7 tips. She takes you through everything from customizing your task bar to setting up a second monitor and creating a system repair disk.

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My next invention: an online school for management 3.0

The Atman Group

The Atman Management 3.0 Academy. Learn Management 3.0 to Optimize Your Business, Your People, Your World ; using a new 10-point framework to create a culture of motivation, disruption, and implementation. Science, technology, and culture are constantly evolving.

In a NOW World, Employee Engagement is Not an Option

Lead Change Blog

Posted in Leadership Development “This economic crisis doesn’t represent a cycle,” says Jeffrey Immelt, the CEO of General Electric, about The Great Recession. “It It represents a reset. It’s an emotional, raw social, economic reset. People who understand that will prosper. Those who don’t will be left behind.” We are living in the Age of Mass Customization, a term coined [.]. Leadership Development employee engagement Employee Motivation employees engagement Innovation NOW Economy

Communicating credibility? What hogwash!

Bernd Geropp

Tweet. Tweet photo: Ciao Bella Goff Photography/ Source: www.bigstock.com. I just heard another politician say the sentence: “Precisely in the current crisis, we are compelled to communicate credibility.” ” What hogwash. You are not compelled to communicate credibility.

Check out the February pages on Management and Consulting Book Club

Chartered Management Institute

The February pages are hot off the press. This month we feature American marketing guru Martin Lindstrom as Author of the Month. Related Content: What do a former arctic trawlerman, a former human resource manager in the gas industry, CMI member Emma Grant, and a book about Twitter have in common?

Top 10 Ways to Tick Off CEOs

Leadership Freak

** If you aren’t concerned about ticking off the CEO, you should be. It’s easy to irritate high level leaders who operate in high pressure environments, especially if you aren’t part of the inner circle. Senior leaders expect mid-levels to prove their value and earn their place; they did. They can smell a sense of [.]. Leading mid levels organizational values value generation

Deep Comedy

Execupundit

In the years since its release the film has been taken up by Jews, Catholics, Evangelicals, Hindus, Buddhists, Wiccans, and followers of the oppressed Chinese Falun Gong movement. Meanwhile, the Internet brims with weighty philosophical treatises on the deep Platonist, Aristotelian, and existentialist themes providing the skin and bones beneath the film’s clown makeup. Read the rest of Jonah Goldberg on "Groundhog Day

Top 10 Ways to Tick Off CEOs

Leadership Freak

** If you aren’t concerned about ticking off the CEO, you should be. It’s easy to irritate high level leaders who operate in high pressure environments, especially if you aren’t part of the inner circle. Senior leaders expect mid-levels to prove their value and earn their place; they did. They can smell a sense of [.]. Leading mid levels organizational values value generation

Human Competence: A book review by Bob Morris

First Friday Book Synopsis

Human Competence: Engineering Worthy Performance Thomas F. Gilbert Crown Business (2007) How and why the behavior engineering model “is really an outline of a performance troubleshooting sequence” Note: The comments that follow discuss the “Tribute Edition” (2007) of a book first published in 1996, after its author’s death. It is now widely viewed as a [.].

Thank God They Didn't Address the Flip Phone Users!

Execupundit

Rob Long sums up some important findings: " Android Users are Slutty. iPhone Users are Clingy. BlackBerry Users are Drunks

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How thinking like a child can help any leader achieve more goals

Lead Change Blog

Posted in Leadership Development [link] Becky Robinson, director of social marketing for The Kevin Eikenberry Group and the owner and chief influence officer of 12 Minute Media, authored today’s SmartBlog for Leadership, How thinking like a child can help any leader achieve more goals. “As you look to a new year and new goals, sharpen your pencil, get a clean sheet [.]. Leadership Development smartblog for leadership

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I'm Being Held Accountable to Improve the Way I Work

Building Personal Strength

In my company, we "eat our own dog food." Meaning, we actually use the products and services we create. We do this to get insights about how to make our stuff better. Plus, we benefit personally from doing so! The product is ProStar Coach , an online virtual coaching service for improving people skills and personal strengths. One of my favorite exercises is called the "Reflection Exercise."

On Leadership and Your Credibility Assets

Linked 2 Leadership

I recall as a young teenager my father coming home from a trip with my first car, a 1970 Mustang. I was THRILLED!! But there was a condition to me getting my car. I had to pay the note off at our local bank. Establishing Credibility My father had called our banker from Galveston, TX [.]. Leadership Lessons Learned Leading & Developing Other Leaders Leading Change Practical Steps to Influence Bill Clinton business credibility leadership Management News

Is Your Brand Cohesive or Confusing?

Women on Business

Your brand is the visual representation of you and your business. It includes your logo, the design of your website, your letterhead, your business cards, the fonts and colors you use, your tagline, the name of your business… and any other pieces that go into the image of your business. This image is the FIRST thing that people will see of you and your business when they come across you online, so your brand needs to be an accurate representation of what you’re all about.

Desperately Seeking Simplicity

Harvard Business Review

The softly drifting snowflakes that greeted me every morning at the World Economic Forum in Davos this year were an inadequate warm-up for the cold blast of reality I felt in session after session during this five day Congress on the "state of the world.". As I participated, one theme seemed omnipresent — that while events are unfolding in the world at an accelerating pace, increasingly complex institutions are less and less able to deal with them.

No, you can NOT have it all

Jason Womack

Is your focus spread across things you're thinking about, projects your managing AND to-dos you're prioritizing? I call those the three "kinds" of work we all have to engage in during the day.

Consider the Small

Execupundit

Instead of One Big Solution, consider several minor ones which, when combined, can produce serious progress. Instead of trying to spot One Big Problem, focus on and remove an accumulation of snares that may be just as harmful. Of course, this is not either-or. It is both-and.

The End of Customer Service Heroes

Harvard Business Review

An interview with Frances Frei and Anne Morriss , authors of Uncommon Service: How to Win by Putting Customers at the Core of Your Business. Download this podcast. Customer service

Meeting Index

Execupundit

Attendees: 12 Presenters: 1 Topic: 1 Comfortable chairs: 0 Minutes spent: 96 Covert text-messages: 26 Cell phone interruptions: 4 PowerPoint slides: 31 Helpful slides: 1 Cups of coffee: 19 Contrived excuses to leave room: 3 Doodles: 8 Fantasies: 105 Those who a week later can recall what was said:

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Bonuses Are Good, But Clawbacks Make Them Better

Harvard Business Review

By order of the Her Majesty, the Queen, Sir Fred Goodwin — aka "Fred the Shred" — suffered an unprecedented clawback. The disgraced former Royal Bank of Scotland CEO was stripped of his knighthood "for services to banking." Barely four years after Goodwin's elevation, his bank — Great Britain's wealthiest — effectively collapsed and was nationalized.

The cargo cult of business jargon

Crossderry Blog

Flight of fancy.now boarding! My first thought when I saw this post by Glen Alleman was ” cargo cult “ . I’m wary of concepts from hard sciences that find their way into business jargon, largely because the concepts become incantations. It feels like we’re appropriating the prestige of science, just like a cargo cult’s “focus on obtaining the material wealth (the “cargo”) of the advanced culture through magic and religious rituals and practices.”

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The Problem with the Profit Motive in Finance

Harvard Business Review

The Financial Services Roundtable, the lobbying group for the biggest financial companies in the U.S., has a new "white paper" out with the rah rah title, " Financial Services: Safer & Stronger in 2012." A few of the bullet points: • Banks insured by the Federal Deposit Insurance Corporation have $1.5 trillion in capital — the highest capital levels in the history of American banking. • The largest U.S.