Sivi

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Change Management Needs to Change

As a recognized discipline, change management has been in existence for over half a century. Yet despite the huge investment that companies have made in tools, training, and thousands of books (over 83,000 on Amazon), most studies still show a 60-70% failure rate for organizational change projects …

Give Your Customers the “True Value Test”

Business leaders often express frustration with what they see as a disconnect between their company’s perceived value and its true value — a disconnect that’s impeding growth. They’ve got great people, great products and services, they say, but their organizations aren’t selling as much as they …

Are You Listening to Your Most Important Customers?

You don’t see many tweets touting companies as #betterthanaverage. But there’s plenty of social media chatter about really good or bad customer experiences. The same holds true for the feedback companies receive directly via e-mails or phone calls. Customers are most likely to offer feedback when …

Improve Your Leadership Presence

Understanding Customers Is Everyone’s Job

Going to market effectively these days, no matter what business you’re in, means relating to customers as individuals — even if there are millions of them. In a previous post, I described how U.K. retailer Tesco built detailed profiles of customers and then used these insights and a flexible supply …

Strategic Humor: Cartoons from the May 2013 Issue

Enjoy these cartoons from the May issue of HBR, and test your management wit in the <b>HBR Cartoon Caption Contest at the bottom of this post</b>. If we choose your caption as the winner, you will be featured in next month’s magazine and win a free Harvard Business Review Press book.<p>“Don’t think of it as …

Push Your Team to Think Globally

To Be Authentic, Look Beyond Yourself

Authenticity — what is it, who has it, and how do you get it? Most people associate authenticity with being true to oneself — or “walking the talk.” But there’s a problem with that association; it focuses on how <i>you</i> feel about <i>yourself</i>. Authenticity is actually a relational behavior, not a …