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Old Habits...
by Steve Vaught
 It was mid-January and I was greatly enjoying my first trip to Hawaii. My sympathies went out to my friends back home fighting the snow and cold, but I wasn't losing sleep over it. I focused on getting outside and soaking up the sun and temperatures in the upper 70's.
Returning from a run with the Pacific Ocean on one side and lush vegetation on the other, I stopped in the hotel fitness center for a little weight training. Without a word, she turned the TV on to CNN and...
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Leadership Challenge:
Are you growing your workforce?
If you want to grow your business, it is imperative you grow your workforce - and not just in numbers. You will never achieve the level of growth you desire until you invest in developing your workforce. Leaders often focus only on "getting work done" as opposed to increasing the capacity of their workforce.
This may sound like a daunting task, but it is an investment that will return huge dividends. Here are a few simple ways to get started:
- Teach employees how to make decisions - Remove their dependence on you for answers and teach them how to make decisions in alignment with the organization's goals
- Increase responsibility - Now that you have taught your employees how to make better decisions, allow them the freedom to act in the moment - don't micromanage
- Raise expectations - Expect each employee to achieve their best after equipping them with the tools mentioned above
By investing in growing the capacity of your workforce you will see benefits well beyond your bottom line and truly create a remarkable business.
Ask the Rabbit
Q: What exactly do you mean when you refer to "customer experience"?
A: When we refer to customer experience, we are talking about more than just your products and services. Of course, your products/services are extremely important, but not more important than what surrounds them. From how a customer is treated during the sales process, to how you deliver your product/service, to their dealings with your customer service department - these all add up to how your customer experiences your organization.
To help you assess how your organization is performing, we created the Customer Experience Continuum. The continuum summarizes the four types of customer experience: Hostile, Indifferent, Friendly, and Focused. Place your organization (or divisions within your organization) on the continuum to see if you are truly delivering remarkable customer experiences. If not, we need to talk.
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Mike Wagner discusses one of the remarkable outcomes of creating a shared vision for your organization: engaged employees who just "get it".
Watch the video >
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2/11: Saxton, Inc.
2/14: Saxton, Inc.
2/16: Vistage
2/17: IT Leadership Forum
2/18: Saxton, Inc.
2/23: Infastech
2/26: RE/MAX
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The Seven Deadly Sins That Choke Out Innovation
by Helen Walters
 In this short, online article from Fast Company, Walters summarizes a talk given by Ryan Jacoby who heads IDEO's New York practice. These folks know something about innovation.
The business world is constantly talking about the need to innovate, but most do nothing about it. Walters condenses Jacoby's seven things to avoid if you are serious about fostering innovation in your organization.
Learn More >
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