Belonging or not belonging: there is no doubt about it
Have you ever experienced being the odd person out? Maybe you were in elementary school on the playground and the kids you wanted to play with did not share the same desire. Or perhaps you went out with a group of friends. They were all talking and laughing about an event you did not attend, […]
The right focus
Take a moment to think about how you feel when you phone into a call center with a question about a credit card, an issue with your car repair, or a problem with your cable. How do you feel if you get bounced from one call center agent to another in an attempt to resolve […]
A world class customer experience
Agility: a critical competence for leaders
As ship captains set course for new lands and riches during the Age of Discovery, they were dealt a fair dose of mutinous crew members. Mutineers would become dissatisfied with the operation of the sailing vessels and leaders, and when left unmanaged, mutiny could turn into a violent overthrow of authority. We do not necessarily […]
Becoming a role model
Since ever, change has been the only constant, and now more than ever; authentic leaders are facing an unprecedented challenge to lead their teams. We all have been put to the test and probably we all recognize change necessity can come unexpectedly and without any warning, the need for cat-like reflexes, the ability to turn […]
