Leadership is NOT Waiting to Follow – Be Thoughtful, Proactive, Humble, and Courageous
As I start this blog, let’s take a collective breath. No really let’s pull the air in through our diaphragm, fill-up the lower lobes of our lungs, and continue that process into the upper lobes. Now let’s be thankful that we can! Ok, on to lessons from the most challenging week of my career (and…
Leadership and Life Lessons Learned In a Pandemic – My Offer of Service
When lamenting unforeseen and adverse events, my momma Michelli was prone to say, “I would never wish this on anyone, but now that it’s here, what are we to do?” Not surprisingly, during the past week, my mind has searched for “momisms,” “dadisms,” and the wisdom of the ages, to cope with uncertainty like none…
VUCA, Coronavirus, and Tools for Human Experience Leadership [Infographic]
For years now, I have been equating leadership with managing in a VUCA world. During my work on training development at Mercedes-Benz, the company established a cadence of leadership training modules that focused on managing volatility, uncertainty, complexity, and ambiguity by first leading oneself, then leading teams, and finally leading the organization. If my team…
VUCA, Coronavirus, and Tools for Human Experience Leadership
For years now, I have been equating leadership with managing in a VUCA world. While the acronym VUCA has origins in Warren Bennis and Burt Nanus’ 1985 book titled Leaders – The Strategies for Taking Charge, the first use of the acronym occurred a couple of years later in Army War College documents. As you likely…
Listening and Leading Customer Experience in Uncertain Times [Infographic]
I’m in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members and customers in a time of heightened uncertainty associated with the coronavirus. For some clients, these conversations revolve around possible disruptions in a supply chain; for others, it takes the…
Are Customers Getting Smarter than Business Leaders? [Infographic]
I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. As you look at your business’s ability to understand your customers and their journey with you, I welcome the opportunity to understand you and your needs: particularly, as you…
Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!
I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. For example, the Walker Customers 2020 report compared business customers of 2020 with counterparts from research conducted in 2013. The study’s authors conclude business leaders are having a difficult…
Leveraging Trends to Drive Business Success through Customer Experience
In last week’s post, I shared my appreciation for global customer experience research conducted by PwC. That post prompted me to think about all the organizations that invest time, money, and energy to capture insights that help us deliver improved customer experiences. I see my job as curating much of that research and sharing it…
Looking Back, Letting Go, and Moving Forward [Infographic]
As I was readying for a new year of blog posts, I looked back to past articles and decided to expand on a prioritization theme that I touched on as the calendar moved from 2017 to 2018. I personally look forward to a balanced year providing keynotes, workshops, and strategic consultation to leaders like yourself.…
Prioritization – Looking Back, Letting Go, and Moving Forward
As I was readying for a new year of blog posts, I looked back to past articles and decided to expand on a prioritization theme that I touched on as the calendar moved from 2017 to 2018. With two more years perspective, I am increasingly convinced that the proliferation of choice (for consumers and business…
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