All Episodes
Displaying 61 - 80 of 93 in total
33: Customer-centricity series - When bad news avoidance meets conflict avoidance
It is better to be hurt by the truth than comforted by a lie. We have to really probe to discover how customers are feeling about our products and services. In this ...
32: Customer-centricity series - Indispensable is the benchmark - does your business hit this?
In a truly customer-centric organisation, delighting customers is everyone’s job, not just those who have direct contact with them. Find out what that could mean for ...
31: Customer-centricity series - Be in love with your customer not your product talk to their heart
A product focused mindset can block the empathy that's needed to see your offering within the context of the customer’s broader life and what is important to them. The...
30: Customer-centricity series - Beware self-absorption, it kills empathy
How good is it when we feel we are the most important person in someone else’s world? That’s what we want our customers to feel. But self-absorption leads to a focus ...
29: Customer-centricity series - Are you deeply curious enough to know their world?
'Know your customer’ is often too superficial an expression to describe the deep curiosity about a customer’s life that differentiates the truly customer centric indiv...
28: Empowerment series - Is empowering others counterintuitive to you? That wouldn't be unusual
Increasing empowerment makes demands on both parties, the empowerer and the empoweree. This episode on Empowerment covers some of the challenges an empowerer faces, i...
27: Empowerment series - Empowering others is a process, where are you on this journey?
There is an incremental path to empowering others, which, when follows leaves both parties feeling confident and business risks taken care of. Empowerment is not abou...
26: Empowerment series - Change your language, it drives empowerment
Choice is empowering. Specific language - such as "I choose to", "I will", is much more empowering than others - "I should", "I have to". When you change your use of...
25: Empowerment series - It really is down to you - but that's good news, right?
We have more power to feel empowered than we think. In particular, we can design many elements of our life around the people and circumstances which give us power. I...
24: Empowerment series - "If you own the story, you get to write the ending"
Empowerment should not something that is granted to you, it starts as something you claim for yourself. This new series on empowerment starts with the necessary change...
23: One-team series - Why alignment is different from agreement
So many teams get stuck trying to achieve agreement, when to have a large number of people hold shared opinion is close to impossible. But to achieve alignment, now th...
22: One-team series - Do you give as much as you receive?
To give first, to offer help, to listen to another person’s needs and see the world through their eyes, without an ulterior motive, changes the dynamic in organisation...
21: One-team series - Get over yourself. It takes a group to get this thing done
There is one common trait to be overcome to truly thrive as One-Team and that is the need to look better than others, to promote one-upmanship and thus to undervalue t...
20: One-team series - Understanding how one-team thinking is different
One-Team is more than a set of collaboration and alignment skills, it is a way of thinking and observing the world where you rise up, take the helicopter view and see ...
19: Values driven series - Can you speak up for the truth?
"To be yourself in a world that is constantly trying to make you something else is the greatest accomplishment" (Ralph Waldo Emerson). There is great courage in takin...
18: Values driven series - Will you sacrifice for authenticity?
We all aspire to be values driven, but we are also driven by other needs: survival needs such as the need for control, to be liked, or for security. Often the two conf...
16: Values driven series - What do you truly value?
What is so important to you that you will hold true to it even if it means some personal, or organisational, sacrifice? At the heart of being values driven is answeri...
17: Values driven series - Know your hierarchy and how it impacts you and others
Not all values can be treated equally. Changing what you think is most important involves making new trade-offs, different decisions and some sacrifices. This episode ...
15: Courage series - Speaking from the heart - Why would you bother?
What happens when you don’t like what you see, feel you have a valuable point of view to express, or feel wronged in some way? It takes courage to speak up and to take...
14: Courage series - Vulnerability sounds to others like truth and feels to us like courage
Sometimes being courageous is not about doing something different, but rather about revealing something about yourself you have previously felt you had to keep hidden....