From my associate Grant Tate. My phone rang on a quiet Tuesday morning a few months ago. On the other end was Thomas, a longtime colleague and one of the wisest consultants I know. He had recently taken a suite … Read More
The most dangerous knowledge gap in an organization isn’t likely to be technical. It’s strategic. And it’s hiding in plain sight—within your managers. While technology and markets evolve, one truth remains: organizations stall not from lack of expertise, but from … Read More
From my associate Grant Tate. This month’s theme is customer experience. But instead of diving into data dashboards, journey mapping, or A.I. chatbots whispering sweet nothings to your customers, let’s take a stroll through the haunted amusement park of awful … Read More
From my associate, Janice Giannini. In any business, one truth remains: the customer has a choice. Unless you can dictate that choice, which few organizations can, you have to earn it every day, in every interaction. Customer experience is a daily election. … Read More
While many organizations focus on the fundamentals of responsiveness and efficiency, the most distinguished companies elevate customer service by tapping into lesser-known yet impactful strategies. There are countless lists of the Top 10 Ways to move the needle for customer … Read More
The world often responds when a new leader enters the spotlight—whether in the Vatican, the C-suite, or a national government. Sometimes the reaction is grounded in hope, while in other cases it is marked by wariness, skepticism, or outright resistance. … Read More
From my associate Janice Giannini. In a world defined by constant change and persistent ambiguity, effective leadership doesn’t begin with strategy; it begins with the individual. The ability to lead others starts with the capacity to lead oneself. Self-leadership is … Read More
From my associate, Grant Tate. My bookcase is full of leadership books. And I’m one of thousands (if not millions) of leadership coaches. How can it be that in a world saturated with leadership advice, so few true leaders seem … Read More
In selling services—far more than products—establishing credibility and trust is the essential first step that many salespeople overlook or rush through, ultimately weakening their ability to win new clients. Without this foundation, executives hedge their responses, offering accurate yet surface-level … Read More
From my associate, Dan Elliot Did you know that 80% of new businesses fail within the first five years due to poor sales strategies? Did you also know that 71.4% of all statistics like that are made up on the … Read More
