A customer-centric culture is not just about offering good service. It’s a way of doing business that provides a positive customer experience before, during and after the sale in order to drive repeat business, customer loyalty and profits. Elements of customer centricity include: Employees understand what customers want. They capture customer insights and share this […]
Articles
Carol blogs about her observations and advice on change, leadership, body language in the workplace, and anything else that catches her
attention.
10 Change Leadership Tips Backed By Science
I’ve been speaking on change leadership for over 25 years, but only recently have researchers been able to use technology like functional magnetic resonance imagery (fMRI) to look at the brain and see what actually happens when we’re facing a major organizational change. Most of our daily activities including many of our work habits are […]
3 Crucial Skills For Leading Without Authority
With flatter management structures, increased outsourcing, the move toward collaborative cultures, and the ongoing formation of cross-functional teams, the criterion for the job of leader is changing. More and more people are assigned to leadership roles in which they have no positional authority. The goal of leadership without authority is to get others to willingly […]
7 Tips for Inspiring Collaboration
One my most popular speaking topics is “The Power of Collaborative Leadership.” The topic’s popularity stems from corporate clients around the world realizing that “silo mentality” and knowledge hoarding behaviors are wasting the kind of collective brainpower that could save their organization billions. Or lead to the discovery of a revolutionary new process or product. […]