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Contributed Articles

'Customer First' Must Be More Than a Mantra

No matter what business you’re in, customers today demand immediate solutions in real time. What they need, when they need it, and how they want to receive your product or service are important factors that drive consumer buying decisions. High demand for speed and accountability require businesses to ramp up both technology innovations and customer service capabilities to be the first, the fastest and most reliable. Most companies and business leaders understand this, but more should put into action the basic rules outlined in this article to maintain a competitive edge in the battle against the clock and themselves.
[Full Article]   Jun-09-2013

 

The Difference Between Managers and Leaders

It’s easy to see that leadership and management aren’t the same thing, but a manager who lacks effective leadership traits will drive a business into the ground faster than you can count to 10. Change doesn’t happen overnight when it comes to transforming managers into leaders. It takes time and energy to improve the way you manage and utilize more leadership characteristics on a daily basis. This article presents some tips to help you make the necessary improvements.
[Full Article]   Jun-09-2013

 

Deliver a World-Class Customer Experience

In a recent book entitled “Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees” (McGraw-Hill), author Doug Lipp takes a deep dive into Disney’s workplace culture. A global training enterprise that began in 1955, Disney U is the place where the company’s leaders have defined and instilled a workplace culture that incorporates attention to detail and company values along with a healthy dose of fun. This article presents a dozen management tips and best practices taught at Disney U.
[Full Article]   Jun-09-2013

 

The IT Talent Problem

This lack of business-savvy technology talent is a serious problem for every company that relies on technology to exist (which is, of course, every company). Those beautifully “blended executives,” who can talk technology in one meeting and can talk business in another, are rare birds. Yet with technology moving directly into the revenue stream of your company, you need them, and your need is only going to increase. One option is to spend all of your time (and money) recruiting blended executives from the outside. You would be much better off growing your own.
[Full Article]   Jun-09-2013

 

Four Work Trends Set to Impact Corporate IT

IT leaders must develop capabilities and skills to fully enable the productivity of individual employees and teams. IT leaders who conflate a purely tactical approach rooted in social, mobile, analytic or cloud usage with strategy or leadership will leave their organizations at a competitive disadvantage. Through a global research project working with more than 1,500 senior executives and 23,000 staff, CEB has identified four major changes in the nature of work. These trends meaningfully impact how work is structured, managed, and conducted and greatly impact IT.
[Full Article]   Jun-09-2013

 

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