So Here’s Your Challenge

How often have you struggled to show up on time for a meeting, only to be kept waiting as others stumbled in 5-10-15 minutes later? Or have you ever tuned in to your favorite TV show, only to find that it was “rescheduled” for some other time? Or travelled to a faraway store, but finding it had closed an hour early and you couldn’t get in. Research shows that by far, the two most important determinants of service quality are responsiveness and reliability...

Do you see your website, CRM, social media, and other digital initiatives as a way to improve service levels, market your organization, or be a central part of your thought leadership strategy?  While important, at best these are merely tactics:  too often the bigger opportunity of digital transformation is ignored.  This isn’t surprising, as digital initiatives are often driven from marketing or IT, not from the board or the CEO.  

Have you ever had a problem – or a disastrous – project in your organization?  When this happens, it is often “clear” that the problem is with the consultants hired to help, and sadly, this is often true. But is some of the fault also with your organization?  

Has your organization invested in a “game-changing” software project, only to discover that the promised benefits never really materialize?  Or that the implementation was so flawed that the system is regarded as a financial and operating disaster? Sadly, this happens far more than it should… but must this always be the case? 

Would you rather be a reporter, or a columnist? Reporters have a great combination of investigative skills, communication skills, moxy, and pluck. Columnists are made from the same raw material, but they get paid far more.  Why?  

How can you be your most creative? Google the topic and you will find millions of pages with an answer. Some will say you are “born” with it. Others will say it is a matter of following a process.  And others will claim it is a matter of using a secret sauce formula, which, when applied, will help you create the new and the beautiful...

Too often, the signals we send through digital channels (web, social, email, etc) are so focused on transactions – which often mean price – or so focused on expertise – which means content – but very little is focused on trust.  Pretend to be a client: when they interact with you online, will they see you as cheap, smart, or trusted?  

Unlike the written word, it is almost impossible to scan a video and get any value from it. At best, a video scan helps a user find their place: at worst, it is an exercise in frustration. But does it have to be such a low-value experience?  Is there a way to impregnate your video with value, knowing full well that the user might merely be a scanner?  

Did you ever wonder how children can so quickly learn new things? And ever hear the expression “Children should be seen, and not heard”? Maybe there is a connection between these two concepts that can help us be better leaders.  

What professional activity have you purposely decided to do over a multiyear time-frame, continuously? Perhaps attending monthly trade association meetings?  Completing an advanced degree or certification?  Or perhaps writing a thoughtful blog? The concept of 365 is equally applicable at the organizational level: what is the stake in the ground – and the associated initiatives that support it – that your organization is known for?