November 26
by Torben Rick
Categories: Social Media
Tags: Crisis Management, Social Media, Social Media Attack.
Cameras are everywhere thanks to cheap electronics and smartphones.
When a Comcast technician fell asleep on a customer’s couch waiting on hold for over an hour with his own company’s phone support, the disgruntled customer took a long video of this uninvited, overnight guest.
The customers ensuing video, complete with soundtrack (“I Need Some Sleep,” by the Eels) and commentary on the company’s poor equipment, high prices, and lousy customer service, quickly became a viral hit on the Web.
The resulting video went viral, getting over 1.6 million views on YouTube:
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November 24
by Torben Rick
Categories: Performance Management
Tags: Business Improvement, Performance Management.
Organizations today face complex business challenges.
Over the last several years, the economy has forced many organizations to address the difficult decision of achieving business results with fewer resources.
The new reality in today’s difficult economic times requires that organizations put significant focus on performance management.
5 performance management resources you may have missed:
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November 14
by Torben Rick
Categories: Culture
Tags: Employee Engagement, Performance Management.
Engaged employees are essential to a manager’s success. Without subordinates who care about, participate in, and take ownership over the work, even the best boss will flounder. Here are three basic elements to start with:
- Be modest – Share both your mistakes and your successes. Subordinates will see that you’re both human and don’t have anything to prove
- Show that you’re listening – People tune in to body language. Manage where you look and what you do with your hands so that employees know you’re paying attention
- Don’t have all the answers – Managers should catalyze problem solving. Be willing to admit that you don’t know what the answer is and invite your team to toss around ideas
3 employee engagement resources you may have missed:
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November 7
by Torben Rick
Categories: Culture
Tags: Business Improvement, Culture Change, Innovation.
Some companies out-innovate their peers year after year after year. Why? Forbes recently published a list of the world’s most innovative companies. But why do some companies have a high innovation premium while others do not?
The elements that make up a truly innovative company are many:
- A focused innovation strategy
- A winning overall business strategy
- Deep customer insight
- Great talent
- The right set of capabilities to achieve successful execution
More important than any of the individual elements, however, is the role played by corporate culture – the organization’s self-sustaining patterns of behaving, feeling, thinking, and believing – in tying them all together.
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