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- Customer Experience
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Are You Listening?
I wasn't listening. Not for a long time. Not what I now consider to be effective, expert listening. I was distracted. Focused on my own...
Are You Ready?
The question was posed to me in an email last night around 10 pm. A meeting planner producing a big event in Minneapolis today had...
Change Starts With You
Today I will be teaching our course on Collaborative Leadership to a small group of executives. The conversation will emphasize the evolution in leadership practices...
There’s No Place Like Home
Lesson #1 I am spending a few days in the hometown. A Town was a pretty good place to grow up. I can walk outside,...
Customer Experience is a Contact Sport
I had the good fortune of delivering the Day 2 keynote address this morning at the International Customer Management Institute ACCE 2012 Conference & Expo....
Pass the Sledgehammer
I glanced over at Don MacPherson. He didn't look much better than I was feeling. A few minutes past 8:00 am we were both standing...
Who Gets The Credit?
Who cares? Turns out a lot of people. So often, we set it up that way (contracts, incentives, scorecards, KPI's etc). When competing for credit...
A Day Discussing Business Performance in Minnesota
I do a fair amount of keynote speaking. That means I usually have 60 -90 minutes. A short time to inspire action. Initiate change. Make...
4 Keys to Developing a More Collaborative Leadership Style
The world of work is a complicated place. Technology, globalization and the great recession have accelerated the pace of change and brought about category disruption,...
Make Your Move
Lesson #22 I walked into my neighborhood coffee shop this morning. Peter asked me how business was going. It offered me the opportunity to chat...
Engage. Inspire. Empower. Join Us.
Today’s post is an invitation to join our FREE webinar event Thursday April 12, 2012. Engage. Inspire. Empower. The objective of this webinar will be...
What Kind of Person Do You Want to Become?
Lesson #40 We have a motto around our office (which usually consists of a steady rotation of coffee shops in the Twin Cities). "Be humble. ...