Anatomy of a C-Suite Change Initiative Failure: Re-Engaging Employees by Closing “The Empathy Gap”
Twelve senior leaders in a large health insurance company I consulted for spent nearly 18 months...
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Author: Scott Carbonara
The Cold War, a Bad Haircut, and Poor Customer Service
The Concept. Do you remember the "cold war" concept of Mutually Assured Destruction (M.A.D.)?...
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Ritz-Carlton Engagement on a Ritz Cracker Budget
The Ritz-Carlton Hotel chain is consistently lauded as the very model of an organization that...
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YOUR CULTURE SUCKS! Stay tuned for details…
Did you hear the one about the exiting employee who took shots at his former employer? Yeah, it...
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Turning a Faux Pas into a Loyalty-Building Event
Your service doesn’t have to be flawless to create loyal customers, but it does require a certain...
Read MorePowerful Little Phrases
Remember the movie "Swimming with Sharks"? It is the quintessential "bad boss" movie. Kevin Spacey plays Buddy Ackerman, an influential movie mogul from hell. Buddy's motivation is best described as short and cutting. To his...
Read MoreEngagement Looks a Lot Like Happiness
Rick wakes up before daylight, slips on multiple, thin layers that he carefully laid out the night before, and while filling his coffee thermos thinks to himself, “I’m so glad I’m not cramped in a small office on a day like...
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