|
A moment working with a customer stands out as a reminder of what the best leaders do. It’s revealed in Good to Great, and it occupies a chapter in the book I just finished CEO Excellence: The Six Mindsets That Distinguish the Best Leaders from the Rest, by McKinsey senior partners Carolyn Dewar, Scott Keller, and Vikram Malhotra.
Read MoreTopics: Good to Great, Bringing Out the Best In People, Level 5 Leadership, Best in the World at, CEO Leadership Focus, CEO Excellence
In CEO Excellence: The Six Mindsets That Distinguish the Best Leaders from the Rest, McKinsey senior partners Carolyn Dewar, Scott Keller, and Vikram Malhotra share a little-known story about the 1996 Olympic Basketball “Dream Team.” The team included Charles Barkley, Larry Bird, Patrick Ewing, Magic Johnson, Michael Jordan, Scottie Pippen, Karl Malone, and was coached by Chuck Daly.
Read MoreTopics: Five Dysfunctions of a Team, Leadership Team, the hidden gem in your business: teamwork, Teams, CEO Excellence
People with unresolved conflicts can challenge your customer service.
These customers are impossible to resolve their issues.
Read More
Topics: Customer Feedback, customer service, What Sales Winners Do Differently, Customer needs, High Probability Selling, Unresolved Conflicts
IIn 2012 I spent 8 months in the hospital battling Acute Myeloid Leukemia. For the past 6 years, I’ve been writing a book about my journey and miraculous recovery.
Read MoreTopics: Acute Myeloid Luekemia, Strategic Discipline, Discipline Plan, Cancer Cured, Mental Health
Topics: Leadership Training, leadership, Effective Leadership, Mastering Leadership, Leadership Circle Profile, Scaling Leadership
The number-one reason for failure of vision and strategy is ineffective leadership, both individual and collective.
Read MoreTopics: Leadership Training, Effective Leadership, Mastering Leadership, Leadership Circle Profile, Scaling Leadership
Topics: Leadership Training, Leadership DNA, Mastering Leadership, Leadership Circle Profile, Scaling Leadership
Topics: Customer Feedback, Net Promoter Score, customer satisfaction metrics, customer loyalty, Fred Reichheld, Customer Satisfaction
In October of 2008, I wrote a blog Even in a difficult economy Customer Service can Make a Difference! My car wash customer was looking to improve his business during the summer, due to skyrocketing gas prices. The solution: measure customer satisfaction. Autopia Car Wash in California was one of the first customers I shared Fred Reichheld’s Ultimate question, Net Promoter Score (NPS).
Read MoreTopics: Good to Great, customer survey, Net Promoter Score, customer satisfaction metrics, Jim Collins, customer loyalty, Fred Reichheld, Winning on Purpose
You’ve probably attempted to change and failed. It could be trying to lose weight, quit smoking, be on time, be better at time management or create systems and innovate your business.
Read MoreTopics: habits, Experiences & Beliefs Drive Actions & Results, Atomic Habits, James Clear
FIND OUT CLICK HERE TO TAKE THE FOUR DECISIONS NEEDS ASSESSMENT
(IT'S ABSOLUTELY FREE!) 
.jpeg?width=150&height=135&name=Hand%20with%20marker%20writing%20the%20question%20Whats%20Next_%20(1).jpeg "Schedule a meeting")
Doug Wick, President
Positioning Systems
The Strategic Discipline Blog focuses on midsize business owners with a ravenous appetite to improve his or her leadership skills and business results.
Our 3 disciplines include:
- Priorities
- Metrics
- Meeting Rhythms
