“That business purpose and business mission are so rarely given adequate thought is perhaps the most important cause of business frustration and failure.” This Peter Drucker quote is a driving force in my work with clients to identify, instill, and reflect purposeful actions and behaviors that will attract and retain
I was thinking about the widely-read business book Blue Ocean Strategy, which was published 20 years ago, and the application of its central premise to purpose-driven work today. In the book, red ocean strategies represent the way business is approached in most industries: competing for contested—and often shrinking—demand and market
According to a recent Gallup article, by the end of 2023, 33% of U.S. employees overall were highly engaged, meaning they were highly involved and enthusiastic about their work and workplaces. Unfortunately, engagement levels slipped in the first quarter of 2024, dropping 3 percentage points to 30% among both full-
Whenever I present to managers about articulating and revealing guiding statements, organizational purpose, or core values to frontline staff and connecting them to their daily work activities, I get the question, “What if they don’t buy in to these corporate ideals?” Now, you might ask, “Why on earth would they
Can your customers count on superior product and service quality regardless of the employee involved? Or is the quality of their experience reliant on the employee they happen to get? Most employees view their total job role in terms of the requisite job knowledge and job skills needed to reliably
Today’s blog post is the last in a series related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned to digitize to personalize. Data-informed organizations better serve customers by tailoring offers, activities, and amenities based on shared preferences, past interactions, current
Today’s blog post is a part of a series that I will be sharing this week related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned that consumers of all ages, ethnicities, and economic levels have embraced digital technology as a
Today’s blog post is a part of a series that I will be sharing this week related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned the distinction between service and hospitality. Service is the action of helping or doing work
Today’s blog post is a part of a series that I will be sharing this week related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned the difference between return on investment (ROI) and return on experience (ROE). ROI measures the
The Revelation Conversation is Here!
