Think Tank

Snafu: a confused or chaotic state; a mess. That is the best way to describe Snapfish.  So here’s the thing about a good customer experience (CX), it can’t occur if the customer service is poor.  You’ve likely had a...

How can you be a good leader? Are you a good leader or a bad leader? Sounds a little bit like the Wizard of Oz, we know. Similar to that classic story - what type of leader you are can determine if your people respond to you more like Munchkins...

As a People Strategist and Change Management and Organizational Development (OD) practitioner I often get asked by leaders, what does change management really mean? How is it different than OD/OE? Why are these things important to my business? How...

  Are you a great manager? Ok, so everyone thinks they are a good manager. But what really makes a good manager? Back in 2008, Google implemented Project Oxygen, an effort to understand what makes a great manager great.  A great...

Your people are your biggest asset. People service your customers, solve problems, and help drive innovation. Employee experience and customer experience are linked. Happy people → happy customers = increased growth. That’s achieving...

The phrase workplace bully holds many meanings and comes in many forms. Just about every office has one – that person who makes life around the office challenging, toxic, or even downright frustrating. Sometimes it’s not even on...

  Spoiler alert: if you haven’t watched Game of Thrones season 8 episode 1, bookmark this page. In the most recent episode of Game of Thrones , we discovered that Jon Snow can in fact ride a dragon. Despite the fact he didn’t...

Too many workplace teams have their performance impacted by their manager. Often it’s style, but many times it’s their lack of skills. Sometimes it’s a combination of both. One study shows that 45% of managers...

As a People Strategist and somewhat non-traditional  Organization Development (OD) and Change Management practitioner, I often find myself having conversations with leaders where I need to address change management myths. Many leadership...

I was recently asked by a client, who I’ve been providing Agile project management work, if I could expand support by providing additional change management expertise. I got to thinking, really, I already am! Although the request was more...

In today’s rapidly evolving business environment, organizations are often forced to remain competitive by adopting a culture of rapid change. However, updating and communicating the organizations’ strategy to reflect these changes...

Really, this is Marriott’s idea of providing an excellent customer experience? Fail! Mergers aren't easy, but they don't have to inconvenience customers. In full disclosure, I am more of a Starwood Preferred Guest (SPG) kinda guy for various...

How do you communicate? What can you do to improve the effectiveness of your communication? People thrive on communication; introverted, extroverted, verbal, and nonverbal, we all need to be able to communicate with one another in order to...

Don't Give a Damn About Your People For people to feel they can do their best, they need to feel their leadership has their back. Don’t micromanage. Support your people. Don’t throw them under the bus should something not go exactly as...

Workplace communication isn’t easy. Communication. Everything, from personal to business relationships hinges on it. Communicate too little, too much, or incorrectly and everything you’ve worked for can fall apart. When people...