10 Customer Service and CX Tips for a New Year

Happy New Year! I want this year to be your best year ever for creating amazing customer service and experiences. And for everything else, too! But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. With that, here are 10 customer service…

Read More

Transforming Your Vision Into Reality

CEOs and founders often have their sights set on the future, envisioning possibilities for their organizations through visionary leadership, strategic planning, and effective goal setting. However, turning these dreams into reality requires more than innovative thinking; it demands a clear path forward. For you to become a Visionary, transforming your vision into reality becomes more…

Read More

6 Leadership Qualities That Lead to Success

When we talk about leadership traits, we refer to personal qualities that are defining the effective leaders. There is this common misconception that the best leaders in the world are simply naturally gifted. This is not actually the case. Just like all the other skills, leadership traits will be acquired with practice and time. Peter…

Read More

10 Traits of Leaders Who Can Hold People Accountable

Getting things done effectively in a startup requires total individual and team accountability. You can’t afford excuses and multiple people doing the same job. In my view, “taking responsibility” is the core element behind accountability. Many people hear responsibility as an obligation, but I hear it as “the ability to respond.” Unfortunately many people don’t…

Read More

Self-Leadership: A Prerequisite for Teamwork

Building effective teams requires building self-leaders. Let’s start with teams first. Is it better for organizations to be more like a natural (wild) garden or an orchestra? One of these models is not better than the other—they reflect different purposes. A natural garden has beauty, freedom of expression, and individuality that cannot be reproduced in…

Read More

Thoughts on Agility

Agile is one of the “hot” business buzzwords these days, right along with digital, transformation, and disruptive. (You get double buzzword bingo points if you can use, “disruptive, agile, digital business transformation” in a single sentence on a PowerPoint slide.) But much of what I see under the “agile” banner is far from agile. The…

Read More

8 Change Leadership Strategies for Sustainable Results

Most change initiatives fail. This is a fact that too few leaders truly understand. Change is never easy. People are resistant to it and people will not just change because you tell them to. All it takes is one leader who wants to make their mark on a company to leave a sour taste, and…

Read More

3 Indisputable Traits of a True Leader

I was flying to a business meeting with an associate when he told me he didn’t think I was a very good leader. (Ouch!) Sensing that God had sent a messenger to tell me that I lacked humility, I took the bait and asked him why. He explained that it was because he’d never seen…

Read More

Top 10 Tips for Business Planning

I was asked once again for my 10 top tips on business planning. I can’t do that without noting the different uses of business plans in different situations. I ended up with more than 10 tips, but they are more specific to context. 5 Major tips for all business planning Form follows function. Like anything…

Read More