Aligning Attitude, Competence, and Behavior to Instill a
Customer Centric Culture
People drive the value proposition—customers, suppliers, payers, distributors, and employees. Internally, it is people who engage with the vision, culture and leadership to create and continuously adapt products, structure and processes. Externally, it is people who drive brand equity, market share and stock price. In many organizations, strategy integrates the people component long after considerations of finance, product, and markets. A customer centric strategy makes explicit unarticulated needs, converts those unconscious areas of dissatisfaction or want into conscious strategies, and creates unified wins across entities that may be competing for resources, recognition, or power. The success of a customer centric strategy hinges on competence, innovation, action, speed and flexibility by engaged employees possessing an entrepreneurial spirit. ...
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Transparent Leadership: If You Can See Through Me Am I Still There?
What if they disagree with me? What if the wrong person learns my secrets? What if they don’t like me? If you’ve ever considered these questions
at work, you are contemplating what it means to be a transparent and authentic leader ...
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How Does a Tennis Ball Know You Will Follow Through with Your Swing?
The Invisible Power of Positive Intent
Pollyanna was the optimistic heroine of a classic children’s book. Bernard Madoff is a present day Ponzi villain. The two create a thought provoking juxtaposition of values. Today’s headline disappointments indicate a golden opportunity for leaders ...
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Pollyanna and the Ponzi Predicament
Pollyanna was the optimistic heroine of a classic children’s book. Bernard Madoff is a present day Ponzi villain. The two create a thought provoking juxtaposition of values. Today’s headline disappointments indicate a golden opportunity for leaders ...
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A New Recipe for Lemonade
A daunting business problem seems to be emerging in the face of the dismal economic climate. Unlike the seemingly intractable problems like the credit crunch, the housing meltdown and the stock market plunge, this one just might be something that leaders...
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Strategic Thinking
Learn to Optimize Its Power
Most leaders rarely reflect on their thinking patterns and biases and miss critical information that is vital to their growth and profitability.
Leadership Excellence - January 2008   More... (PDF)