According to McKinsey research, many customer-experience transformations stall because leaders can’t show how these efforts create value. The authors, Joel Maynes and Alex Rawson in their article: 'Linking the customer experience to value,' contest that the reason is that they fail...
more More, MORE! You’re spending all your time trying to please customers who never seem happy. Reading Seth Godin’s more More, MORE! could throw some light. Seth Godin is right: YOU WANT TO FOCUS YOUR ENERGY ON PLEASING YOUR TRULY REWARDING CUSTOMERS. IF IT’S NOT...
 Over 100 executives attended an IMD Discovery Event, to explore how organization design can support a high performance organization. Participants were taken on a journey through the evolution of organization design from its inception centuries ago until the beginning of...
 Most people believe that the best way to motivate is with rewards like money—the carrot-and-stick approach. That's a mistake, says Daniel H. Pink and asserts that the secret to high performance and satisfaction-at work, at school, and at home—is the deeply...
  Researchers and mental health professionals contest that ancient mindfulness practices - originating in Hindu, Buddhist, Taoist and other traditions - hold great promise. Mindfulness means being fully aware of what is happening both inside yourself—in your body, heart and mind—and...
 This is the result of an extensive set of discussions among a group of organization development consultants and internal HR staff under the auspices of the Change Affinity Group of the New Jersey Human Resource Planning Society. Key Questions for...
You can't earn the trust of your customers with a policy statement. You can only earn trust with actions. Don Peppers - Customer Relationship Management and Marketing Expert   The problem is that the "actions" your company takes are taken by employees, not by...
This collection compiled by Megan Fairbank in the new Talent Connect All Access site brings together inspiring keynotes and exclusive interviews with many of LinkedIn’s top talent acquisition leaders and influencers. 1. Pandora Media shares why ‘culture fit’ should be replaced with ‘culture add’ In...
Procter & Gamble Chairman, President and CEO David Taylor on why he's willing to protect people with the self-confidence to risk their careers on an idea they believe in. He explains why he's more impressed by "the person that has...
  Professor Clayton Christensen classifies sustaining innovations as those that continue to improve a product or service, and move it up and up and up along the customer's need. Sustaining innovations achieve a quality far in excess of what most customers...
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