Maddie and I worked with a client last week on the topic of member engagement, and one of the insights that was particularly useful to this group was the idea that engagement is a two-way street. When we think about e ...
...the first thing you do, is stop digging. Don't get in the way of your own progress. Your own behavior is actually the piece of the puzzle over which you have the most control, so take advantage of that. When faced ...
One of my idols is Gary Hamel, and he declared this year that bureaucracy must die. I'm sure he'll get a lot of support for that sentiment, since we have been hating bureaucracy since we invented the word (it has ALWAYS ...
There is a down side to this wonderful human brain that we all have in our heads, and that is that sometimes we can spend too much of our time living up there in our heads, and not down here in reality. This is particula ...
Having spent a fair amount of time over the last few months with CEOs in organizations with amazing cultures, I've been thinking about the role of the CEO. I've written about this before. It sort of bugs me that the CEOs ...
"Community" is a big word in my circles, particularly in this day and age of online communities. There seem to be a lot of people in organizations who fret about their need to "build" community for their members or custo ...
Note that the title says "easier," not "easy." It's rarely easy to fire people. In most cases the person that needs to go is a good person, and probably does a decent job--just not the job you need right now in this part ...
One of the hallmarks of technology and software design is the focus on user and user experience. As I pointed out last month, organizations typically do not consider their internal users (i.e., employees) when they desig ...
Casinos have always taken care of their high rollers. They watch them closely, so if they have a bad night on the casino floor they can immediately do something like comp their room or give them free chance to a dream ja ...
You may not want to hear about this, but it is an absolute fact that sometimes you will trust people, and they will let you down. It has to happen. If it didn't happen, then trust would not really be an issue. As I heard ...
