Part 1, The Performance-Values Matrix “The actual company values, as opposed to the nice-sounding values, are shown by who gets rewarded, promoted, or let go.” – Netflix Culture: Freedom & Responsibility Every time I walk into a new company I am advising, I invariably encounter a set of noble values that are prominently displayed on
JOHN RAMPTON 06.02.16 5:00 AM Your work isn’t always going to run smoothly, and passive-aggressiveness won’t change that. Instead of simmering in silence or working behind the scenes to get even, asserting yourself can actually make things better. The reason many of us don’t respond to obstacles in the workplace this way, though, is because we
More than 15 years ago, my company and several others pioneered a novel approach to understanding consumers: engage with them through private, online communities. For the first time ever, brands had an ongoing dialogue with customers. Over the years, online community research has matured from novelty to necessity – an essential tool for marketing professionals.
I have never heard of anyone who has had a bad customer experience with Amazon, Apple, Costco, or Salesforce. The aforementioned companies are incredibly successful due, in large part, to a material focus on the customer experience. Not surprisingly, the stock market has handsomely rewarded these four companies over the past decade. Amazon is so customer focused
Don’t worry so much about being consistent. Jack Welch once claimed that great leaders are “relentless and boring.” Management thinkers largely agree: Good leaders, so the narrative goes, are consistent in their decision making, stick to their commitments, and remain on-message. The trouble is, much as we may value consistency in our leaders, we don’t