Pause, Reflect and Learn – How Looking Back Actually Helps You Surge Forward
While writing my book Stronger Through Adversity – World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges, I stumbled upon research conducted by David Hoff and W. Warner Burke, which is summarized in their book: One of many key takeaways from research on learning agility is the importance of taking time to reflect…
Behavior vs. Score – How to Track What Actually Matters
Let’s assume you believe your organization is providing an outstanding customer experience (CX). As a consultant, the first question I would ask about that perceived CX excellence would be: How do you know? Hopefully, your “proof points” will include a blend of 4 sources: Customer Stories (received from team members and informal discussions with customers)…
Customer Value: Expanding Across the 12 Standard Forms of Value
Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. Chasing profits is a tiring and stressful endeavor – creating value is an innovative and energizing pursuit.…
Legacy Schmegacy – What Will You Be Known For?
Political pundits recently have been opining about the likely legacy of various global political leaders including Fidel Castro and President Barack Obama. Certainly, the word legacy seems fitting for leaders who play on the world stage, but what about the rest of us – ordinary people trying to lead our families, communities, and businesses? Is the…
Make the Experience Faster and More Personal
I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). During my more than a decade relationship with the brand, I’ve never ceased to be amazed by the commitment of Starbucks leaders when it comes to continuous improvement for both the customer…
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The Starbucks Experience: Leadership Tips eBook
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