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Will You Change – Really?

Perhaps the greatest challenge to organizations today is their ability to change to meet the demands of evolving markets. Since the stakes are extremely high – certain organizational death for those who fail to make the grade – it would be reasonable to assume that this is a primary concern for leaders. If it is, then why do so many organizational change attempts fail so miserably? Empirical and...

The Road Towards Sharp Customer-Focus Goes via People Management – PART 2

This is the second of two blog entries on this topic. For Part 1 please click here. Developing a sharper Customer Focus for a sharper competitive edge is a means for sustainable competitive differentiation and thus a profit strategy. In a previous blog entry here, called People>Service>Profit Chain , I emphasized the critical importance of People in achieving a sharp Customer-Focus. In this entry I...

The Road Towards Sharp Customer-Focus Goes via People Management

This is the first of two blog entries on this topic. Developing a sharper Customer Focus for a sharper competitive edge is a means for sustainable competitive differentiation and thus a profit strategy. In a previous blog entry here, called People>Service>Profit Chain , I emphasized the critical importance of People in achieving a sharp Customer-Focus. In this entry I am pointing again towards the...

The Cost of Employee and Manager Incivility

We all know that customer service is a vital component of competitive differentiation and essential for a sustainable competitive advantage. Tom Peters (you remember him?) used to say that to provide turned on service you need turned on employees. Fact is that life has become increasingly stressful and competitive for the majority of people. We can all tell stories of rude behaviours by frontline service...

Leaders Born or Made?

Are Leaders – Born or Made? This is one question that doesn’t go away. This could suggest that the answers provided simply do not satisfy or it could be that the question is a foundation-level concern. Here’s a different slant that might make sense to pragmatic business people. Great leaders emerge out of situations by doing three things particularly well. Because leadership is situational –...