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Policy vs. Culture

Blog post by on July 17, 2014

Yesterday, Comcast had to endure an online PR nightmare when a customer posted a recording of what happened to him when he tried to cancel his Comcast service. This NPR article has the recording, along with the …

Successful Employees Starts With You

Blog post by on July 16, 2014

I was teaching a workshop the other day at an Automotive Digital Marketing Event on building a successful team. As the audience filed out, a GM of a dealership pulled me aside and asked if he could …

Amazon’s customer centric moment of truth

Blog post by on July 16, 2014

 Image credit: Steve Jurvetson/Flickr I have been a fan of Amazon.com for many years, in fact I wrote extensively about them in my new book, the Customer Culture Imperative. However some recent news about some of their practices …

7 Team Building Tips From Highly Effective Leaders

Blog post by on July 16, 2014

Have you been following the World Cup soccer tournament? If you’re like most soccer fans, you’re following it closely. Sponsored by the Fédération Internationale de Football Association (FIFA), the sport’s global governing body, the World Cup is …

Mazism 2: It Comes Down To People And Relationships!

Blog post by on July 15, 2014

This conversation follows on from an earlier conversation: Mazism 1: There Is Always A Price, It Is Always Paid.   What lies at the source of organisational effectiveness? Is is strategic planning in the guise of strategy? …