Check this out from Forrester on the “customer service ecosystem:” People participate in the ecosystem if they get value from it. Each actor in the CX ecosystem is asking, “What’s in it for me?” Employees want things like professional development,… Continue Reading
Let’s say you had the chance to take advice from a guy who had a 12-employee, $95,000 company and grew it into a 6,000-employee, $1.5 billion company? You probably would listen, no? That guy is Mark Leslie, and he recently… Continue Reading
I’ve been working 13 years. I’m about to turn 35 years old. (Less than one month, yay.) The first two years I was working, I taught inner-city elementary school in Houston as part of Teach for America. Then, I worked for… Continue Reading
This whole topic is one that I wish more people would discuss more openly more of the time, because if you really get right down to it, the ability to change is pretty much everything in your life. Think about… Continue Reading
That seems counterintuitive, right? You want to be chasing strong ties and strong relationships, no? No. Here’s why, as explained somewhat by Stanford University research (and FSU research): Recognize that weak ties are more valuable for job performance and careers than stronger relationships. That’s… Continue Reading
Here’s something I’ve run into for pretty much the entire 12-13 years I’ve been working: oftentimes, senior leaders — people at the top of a silo within an organization, or an organization as a whole — clearly have things they care… Continue Reading
I once — way back in the day — wrote a post about how much people connect their self-worth to their job, and that might be a small corollary to what I’m about to discuss here. It’s this big concept: you spend a lot… Continue Reading
Thought about this after therapy this morning, and wanted to share. Most organizations are designed as a hierarchy, no? (Holacracy is cool, but it’s probably not there yet as a concept.) And, for better or worse, most organizations are silo’ed — there’s… Continue Reading