This article is the first in a three-part series. “We believe that customer service shouldn't be just a department; it should be the entire company.” —Tony Hsieh, CEO of Zappos.com Have you noticed? Business is not just about business these days. With so many options easily available to so many … Read more about Making a Great Customer Experience into a Great Business Experience
March Madness is in full swing for men’s and women’s college basketball. It’s a time to be amazed by underdog victories and buzzer-beating three pointers, but it’s also a fantastic time to observe effective coaching in action. So, while everyone in the office is fixated on the tournament, take the … Read more about Management Madness: Coaching is King
Letter from the Editor Recently, I was asked for my opinion about the greatest myth regarding leadership for an article sponsored by Monster.com. The resulting Business Insider article, "5 Outdated Pieces of Advice that Could Bring Your Career to a Screeching Halt," features five general career … Read more about Overcoming Leadership Myths; Developing Leaders
With summer unofficially underway here in the United States, you might soon find yourself with some extra time on your hands either as the normal pace of business slows down or as you take a vacation from the office. As a result, summer is a fantastic time to take a breath, recharge, and carve out … Read more about Recommended Summer Reading for Leaders
This quote by Steve Jobs on designing the iPod illustrates the challenge that is inherent in great product design: whether that product is the next big thing in electronics, or a website, or … a coaching model. We’ve created leadership development programs for hundreds of organizations over the 25 … Read more about Simple Works
After an extra wintery winter in the United States, most of us are excited and energized to finally be entering spring. Just as you may be compiling a list of spring cleaning projects around the house, we suggest you inspect the office closets (and hard drives, subscriptions, content libraries…) and … Read more about Spring Cleaning: Learning Content Curation Best Practices
I’ve been teaching management and leadership skills now for over 25 years to new managers and supervisors as well as to seasoned veterans. I’ve met, researched, and worked with some of today’s renowned leaders including Captain Mike Abrashoff, Warren Bennis, Marshall Goldsmith, Jack Welch, Sir … Read more about The Most Important Management Skill
"You can't connect the dots looking forward; you can only connect them looking backwards. So you have to trust that the dots will somehow connect in your future." — Steve Jobs Steve Jobs, arguably the best inventor of the future, recognized the importance of looking to the past. I'd like to take … Read more about The Two Trends That Will Impact L&D in 2018
More than ever our world is connected. Employees around the globe interact with each other quickly and easily on a daily basis. While organizations may approach new workforce challenges differently, good leadership qualities still resonate across all borders. In his Pulitzer Prize-winning book … Read more about Universal Elements of Good Leadership