A ten-year vision and a one-year budget speak two completely different languages, and most organizations never actually build the translator between them. The vision lives in a deck somewhere, inspiring and directionally right. The budget lives in a spreadsheet, built around this year’s ...
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Guest Post from Robyn Bolton |
I recently listened to a podcast in which the speaker talked about his hike to Machu Picchu. He spoke about the difficulty of the hike and the moments when his confidence wavered. “But ultimately,” he said, “I was so compelled and pulled onward by the opportunity to see such a wonder, that I was able to push through.”
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The moment a bad customer experience goes viral, an organization snaps into a very specific and very well-rehearsed mode: crisis response. Legal gets looped in. Communications drafts a statement. Someone reaches out to make the customer whole, quickly and visibly. All of that is necessary, and none of it answers ...
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Guest Post from Geoffrey Moore |
Everybody gets that AI is going to change the world, but nobody is really clear as to how, which would be OK except that CIOs everywhere are under pressure to invest now, at a time when things are still forming, norming, and storming. We need to step back for a moment and ...
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Guest Post from Mike Shipulski
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Before there is something new to see, there is just a good idea worthy of a prototype. And before there can be good ideas there are a whole flock of bad ones. And until you have enough self confidence to have bad ideas, there is only the status quo. Creating something from nothing is ...
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Guest Post from Shep Hyken |
This article answers the question: How can organizations deliver consistently excellent customer service even when customers are difficult, rude, or unappreciative? Last year, I wrote an article on a “rule” in customer service that I called the ...
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Guest Post from Greg Satell |
There’s a great, although perhaps apocryphal, story about Franz Kafka and a little girl. The relatively unknown author—he wouldn’t achieve great fame until after his death—met a young girl who lost her doll. Kafka helped her look for it, but to no avail. The doll was lost forever and the girl was heartbroken.
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Ready to take the next step?
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Your Host - Braden Kelley
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| Human-Centered Change & Innovation Weekly hosted by Braden Kelley, Seattle, WA, USA |
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