Gracefully ending client relationships is key to customer experience.

Customer experience is a top priority for many organizations. Yet, many of these same organizations seem ignore to ignore one of the most critical parts of a customer relationship – bringing it to an end. For a few years I’ve had Verizon’s FIOS Internet and TV bundle. Recently, however, Teresa and I decided to cut…

TV disruption is in full swing.

We’ve seen disruption wreak havoc on the newspaper industry. The music business has been turned on its head. For years we have been predicting that the TV business will go through similar disruption. Of course, TV consumption has been changing for years, but by and large, satellite and cable providers have been able to hold…

Why mobile deceleration means a revival of craft.

In a recent article on TechCrunch, Jon Evans discourages developers from “going all in as a specialist app developer”. He argues that the relentless growth in mobile has ended. He points to the slowing growth of app downloads and the stagnation in the number of apps in the iOS App Store as proof points. Combine…

Do you have a social radar?

Are you aware of how other’s interpret your behaviors? Do you know when you’re causing angst? Developing a social radar is critical as you grow in seniority.

Why your fear is making matters worse

Do you let your imagination define your relationships? Do you build up animosity by assuming intent, making judgements and allowing issues to fester? More often than not, disconnects between people are fueled by assumptions and allowed to fester due to a lack of direct communication.

Executives are responsible for everything.

Those who know me well have heard me say that “focus is what we say no to“. I believe, whole heartily that we move the needle the most when we are intensely focused on one, and only one thing. This is true on both a tactical and a more strategic level. If you want to…

Diversity: How we built a 50% female leadership team

Several months ago my daughter, Catherine, decided to play dodgeball during lunch with several students from her seventh grade class. Knowing she was a stellar athlete, one of the boys in her class chose her to be on his team with his second selection. She beamed with confidence and dominated the game. How do I…

How my bad habit sabotaged productivity for my team

Over the past 12 years of my career, I have ruined vacations for nearly an entire generation of my employees. Like it or not, as leaders, people watch, and emulate, what we do.  To say the least, my vacation habits have not been the best example.  A Journey to Self Awareness Three years ago, my…