_

The problem at Amazon is not simply that its culture has gone awry; more importantly, it has become disconnected from the company’s brand. Amazon’s brand has always been grounded in its aspiration of becoming “Earth’s Most Customer-Centric Company.”  And its leaders have used the organization’s core values, “Leadership Principles”, to guide the company in service […]

_

Customer Experience (CX) maturity models are used by many companies to guide, measure, and improve their performance on CX.  You need a similar tool to empower Employee Experience (EX) excellence. I suggest an EX Maturity Model that incorporates the 10 key building blocks of EX: Strategic clarity – clear vision and strategy for EX EX:CX […]

_

One of my go-to books on leadership is The First 90 Days: Proven Strategies for Getting Up to Speed Faster and Smarter, by Michael D. Watkins.  I regularly give it to folks who are transitioning into a new role. If I had his address and thought he’d read it, I’d send a copy to Andy […]

_

Accelerated agility, enriched engagement, and definitive differentiation — these are the top priorities brand builders need to achieve brand leadership today. The roles that brands play and the expectations people have of them today requires new brand-building mindsets and skillsets. My new post in my LinkedIn Brand+Culture Series explains the what, why, and how of […]

_

How did Airbnb manage to recover so quickly from the Covid-19 pandemic? CEO Brian Chesky and the leaders at Airbnb focused on a few key priorities: the core business — they streamlined ancillary offerings and shored up their home rentals business customer emotions — they assessed what customers were feeling and went to great lengths […]

_

One thing I’ve learned from working with business leaders through three recessions and against fierce competition in fast-paced industries such as retail and digital technology is that it’s not enough to simply adapt to change. Adapting to change means you merely react to it, like playing Whac-A-Mole.  One change pops up, and as soon as […]

_

In a recent McKinsey survey, 82% of U.S. workers said that it’s important for companies to have a purpose, but only 42% reported that their company’s stated purpose had real impact. How can you avoid being an organization with a pointless purpose? Use a single overarching purpose Ensure stakeholders buy into it Implement strategies for […]

_

In difficult times like the COVID-19 pandemic and protests over racial injustice, you might be tempted to hunker down, keep a low profile, and avoid taking on risk.  But now is not the time to pull back; you have the opportunity to push forward. In fact, crisis tend to separate those leaders who are able […]

_

Amazon and CEO Jeff Bezos face a crucible moment with employees.  Given the harsh and widespread criticism over their treatment of Amazon employees during the Covid-19 pandemic, what the company does next may determine its future. Amazon has an opportunity to become the standard bearer in employee engagement.  All the resourcefulness and passion – as […]