Author: Scott Carbonara

Anatomy of a C-Suite Change Initiative Failure: Re-Engaging Employees by Closing “The Empathy Gap”

Posted by Scott Carbonara | Agility, Strategic Planning, Turnaround

Twelve senior leaders in a large health insurance company I consulted for spent nearly 18 months...

The Cold War, a Bad Haircut, and Poor Customer Service

Posted by Scott Carbonara | Career Management, Customer

The Concept. Do you remember the "cold war" concept of Mutually Assured Destruction (M.A.D.)?...

Ritz-Carlton Engagement on a Ritz Cracker Budget

Posted by Scott Carbonara | Career Management, Competitive, Customer

The Ritz-Carlton Hotel chain is consistently lauded as the very model of an organization that...

YOUR CULTURE SUCKS! Stay tuned for details…

Posted by Scott Carbonara | Profitability, Value

Did you hear the one about the exiting employee who took shots at his former employer? Yeah, it...

Turning a Faux Pas into a Loyalty-Building Event

Posted by Scott Carbonara | Career Management

Your service doesn’t have to be flawless to create loyal customers, but it does require a certain...

Powerful Little Phrases

Posted by Scott Carbonara | Career Management, Productivity

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...

Engagement Looks a Lot Like Happiness

Posted by Scott Carbonara | Career Management

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...