Modernize Leadership: Observe and Improve

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership. In this post, I’m examining the shift from: Measure and Track to Observe and Improve Here’s some more information to better understand this shift: Outdated Thinking Here are some ways in which leaders must change how they view the world: You can’t manage what you can’t measure. That’s a refrain that I often hear, and it pushes people in the totally wrong Read More …

Modernize Leadership: Detect and Disseminate

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership. In this post, I’m examining one of them, the shift from: Amass and Review to Detect and Disseminate Here’s some more information to better understand this shift: Outdated Thinking Here are some ways in which leaders must change how they view the world: Leaders rely on periodic, deep understanding of the business. But the pace of change is increasing, and Read More …

Modernize Leadership: Learn and Adjust

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership. In this post, I’m examining the shift from: Strategize and Plan to Learn and Adjust Here’s some more information to better understand this shift: Outdated Thinking Here are some ways in which leaders must change how they view the world: Leaders spend a lot of time with their leadership teams fine-tuning precise strategies and laying out high level plans, hoping that Read More …

Modernize Leadership: Engage and Empower

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership. In this post, I’m examining the shift from: Command and Control to Engage and Empower Here’s some more information to better understand this shift: Outdated Thinking Here are some ways in which leaders must change how they view the world: Leaders focus on assets such as products, customers, and cash, but don’t fully recognize the true value of employees. In many Read More …

Modernize Leadership: Steve Jobs Demonstrates Purpose and Values

In a recent post, I discussed how management practices have become outdated and that there’s a strong need to Modernize Leadership. This change requires eight distinct shifts in how we lead organizations. I just ran into this great video of a speech that Steve Jobs gave in September 1997. It’s really worth watching. Jobs demonstrates a few of the elements that I discuss in Modernize Leadership, and in particular he does a great job of highlighting this necessary shift: 5) Goals and Objectives to Purpose and Values The bottom line: Tap into your purpose and values to drive simplicity

Modernize Leadership: Shifting 8 Outdated Management Practices

Over the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same. Technology has enabled entirely new practices and we’ve developed a much deeper understanding of what drives human behaviors and business success. But these new realities have not been translated into how leaders run their companies. Instead, management techniques continue to reflect outdated assumptions such as: Mainstream economics works on the assumption of Homo Economicus, a model of people as rational self-interest maximizers. So “agency theory” informs management that employees Read More …

Customer Obsession Lessons From Amazon.com’s Bezos

Amazon.com CEO Jeff Bezos recently sent a letter to shareholders sharing his view on how Amazon would avoid what he calls “Day 2,” because… Day 2 is stasis. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death. And that is why it is always Day 1.   I’ve shared the full letter below, but want to share my thoughts on Bezos’ four themes he shares for avoiding Day 2: True Customer Obsession: Obviously this theme completely resonates with me. I love the line… “Even when they don’t yet know it, customers want something better, and your desire to delight customers will drive Read More …

5 Market Research Lessons From Election Polling Miscues

In the NY Times article Pollsters Face Hurdles in Changing Landscape, Ryan Knutson and Aaron Zitner discuss a number of reasons for recent high-profile polling failures, the Brexit vote and the U.S. presidential election. Why should customer experience (CX) professionals care? Here’s what they say in the article: The outcome also raises questions about the research businesses rely on to test new products and measure customer behaviors, since many of the same survey methods are used for market research. The article brings up some good reasons for the poor predictions: People are less likely to answer surveys, so it’s harder to get representative samples. It’s more difficult and expensive Read More …

Infusing Humanity Into CX, Discussion With Barry Schwartz

It’s CX Day in New Zealand, so that’s reason enough to kick off Temkin Group’s CX Day celebration. I can’t think of a better way to start CX Day in The Year of Emotion, then to share my Q&A with Barry Schwartz. During this one hour video focused on Infusing Humanity into CX, we discuss some of Barry’s key findings about people and happiness, and explore what it means for customers, employees, and leaders. Sit back and enjoy the discussion, and then follow the links below for more information. In case you don’t know Barry (and you should!), he’s the Emeritus professor of psychology at Swarthmore College, and has spent forty Read More …

14 Highlights From the 2016 Sloan Sports Analytics Conference

This week, I made my 5th annual pilgrimage to the MIT Sloan Sports Analytics Conference. As always, I really enjoyed hearing players, owners, general managers, members of the press, and experts discuss two of my favorite topics: #sports and #analytics. This was the 10th year of the conference. I want to say congratulations and thank you to the two co-founders and leaders of this great event: Jessica Gelman (VP of Customer Marketing & Strategy, The Kraft Sports Group) Daryl Morey (General Manager, Houston Rockets) Moneyball Reunion The conference opened up with a session called Moneyball Reunion, looking back at the book that fueled the sports analytics movement. Jackie Read More …