Customer and employee experience reveal where change creates value, waste, delay, and the need for business transformation.
Interview for experience
Change rarely arrives as a calendar invite. It shows up as a customer complaint, a missed handoff, a contract that moves too slowly. Leaders who interview for experience hear what their people already know.
Motivation management is resource management
In this age of cheaper-faster-better resource management is critical to organization survival. The resource that poses the biggest organization management challenge, …
5 reasons human resources hurt consumer brands
Every person connected to your organization is in sales and marketing. Each interaction anyone connected to your company, your government agency, …
How to launch and manage your social media identity — the slides
Last Thursday night I gave a presentation to the Massachusetts Bay Organization Development Learning Group [update 2015: now Boston Facilitators Roundtable] on how to …
CSI music industry — Part 1: the crime scene
First in a series of investigations [more like a cold case, see update below] around the music industry record business death …
What can a 5-year-old teach you about leadership?
When an organization’s words do not match action, who is to blame? How many companies have you seen or worked with …