Source: https://blogs.hbr.org by Kare Anderson A few years ago, DisneyWorld executives were wondering what most captured the attention of toddlers and infants at their theme park and hotels in Orlando, Florida. So they hired me and a cultural anthropologist to observe them as they passed by all the costumed cast members, animated creatures, twirling rides, [...]

By: Daniel Burrus In my new book Flash Foresight, I share seven principles that can make invisible opportunities visible. Becoming anticipatory is a crucial one. Agility has been a reasonable survival strategy during times of rapid change, like the 1980s, 1990s, and even the 2000s. Today, however, the pace of technological change is beyond rapid. [...]

By: Daniel Burris In my new book Flash Foresight, I share seven principles that can make invisible opportunities visible. Knowing how and when to redefine and reinvent yourself and your company is critical. In the twenty-first century, the one and only thing you can depend on is transformation. Technology-driven business process transformation is a hard [...]

By: Rory Vaden The point is that incredible pain is often the result of all different types of easy decisions. Therein lies The Pain Paradox. Choices that are easy in the short term yield difficult consequences in the long term. And choices that are difficult in the short term often yield favorable consequences in the [...]

The other more insidious byproduct of the “who’s whose customer” war is the attention of both parties on internal conflict rather than on the real customer—the one writing the checks. The counter guy treated Mel like a kind of war correspondent—a nice feature for the folks back home but purely superfluous to the real battle. [...]

Internal Colleagues are not Internal Customers It is popular to use the concept…internal and external customer. But, it’s flawed. The attractiveness of the idea probably started with a line like, “If you’re not serving the customer, you’d better be serving someone who is.” It was first spoken in Ron Zemke and Karl Albrecht’s book Service [...]

By: Chip R. Bell Warrior lessons started as soon as I exited the helicopter that had flown me to a remote part of Viet Nam. I entered the only tent at the field command post for the infantry unit to which I had been assigned. At the far end of the tent stood a noticeably [...]

By: Kathy Dempsey Are you having trouble getting employees motivated? Is negativity causing a workflow impaction? Does your staff have a mental blockage about moving forward with change? If so, your organization may be suffering from “Above The Neck Constipation!” It’s a widespread ailment that’s attacking workforces nationwide! It slows down, or even halts productivity [...]

By: Chip R. Bell As customers, we are not always right, we are sometimes dead wrong. As customers, we can occasionally have bad days when someone trying to serve us becomes the unfortunate target of our negative baggage or venomous agenda that is completely unrelated to either the server or the service situation. As a [...]

Thank you to Byron Sabol , speaker and author of “Taming the Beast: Success With Difficult People.” I recently attended Byron’s seminar at our Carolinas Chapter meeting for MPI. He had all of us writing as fast as we could so as not to miss any of the GREAT content and meaningful messages. “Got Champions? [...]