Sustaining success depends on an organization’s ability to adapt to a changing environment – whether it’s an external change, such as a transformative technology or a changing economy, or an internal one, such as a restructuring or key process overhaul. Unfortunately, 70% of organizational transformations fail. Why? Because to many crucial elements in the change [...]

When customers have a problem with the companies they give their business to, they have that problem now. The problem is, the traditional technical support structure that’s arisen isn’t particularly good at getting things done now. It’s very good at making you wait listening to irritating hold music designed to relax you but which, in [...]

Delivering bad news is one of the biggest challenges managers face. How can you deliver bad news in a way that minimizes the damage? Here’s a short plan for announcing any kind of news that causes disappointment, whether it’s not making the numbers, relocating facilities, or eliminating a valued perk. 1. Don’t wait too long [...]

Starbucks provides a great demonstration of how to communicate significant changes. The home page was replaced with a letter from Howard Schultz, addressed to all customers. At the bottom where links to copies of a letter and a voicemail from Howard Schultz to all Starbucks partners (employees), together with a link to a Questions and [...]