Tag Archives | satisfaction

To Do or To Have?

If you had $100 to spend to make yourself happy, would you buy something or spend it on a memorable experience? According to a Cornell paper entitled “To do or to have: That is the question“, the things you own don’t make you as happy as the things you do.  The authors provide three primary…

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Is There No Such Thing As Bad Publicity?

While popular wisdom is that any publicity is good publicity, academic research has largely shown negative word of mouth hurts company brand and sales. For example, negative movie reviews decrease box office receipts to the point that Hollywood pundits believe that it is “almost impossible to recover from bad buzz.” As a specific example, Viacom Chairman…

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Software Consumption

Words matter. Using the the phrase software consumption rather than building, marketing, and selling software can allow you to re-imagine your business. Here’s one such story: I’m a fan of the logic model because it emphasizes outcome KPIs that monitor impact rather than output metrics that track activities. I also like strategy maps because they are simple…

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What’s Missing from your Scorecard?

In a short, but insightful, piece called ‘What’s Missing from Your Scorecard?’ Mark Graham Brown suggests eight categories of metrics which should be better represented on a balanced scorecard: Mark’s issue with employee satisfaction is most companies measure it annually which provides little opportunity to take action on the findings.  While I agree, I also worry about…

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Manage by Flying Around

Since the title of this blog is manage by walking around, kudos to Haruka Nishimatsu, the president and CEO of Japan Air. According to a CBS News article, he practices management by walking flying around: “If management is distant, up in the clouds, people just wait for orders,” Nishimatsu told CBS News through a translator….

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Paying New Employees to Quit

Paying new employees to quit sounds counter-intuitive but it could the key to high-performance organization. In “Why Zappos Pays New Employees to Quit – And You Should Too,” Bill Taylor explains… When Zappos hires new employees, it provides a four-week training period that immerses them in the company’s strategy, culture, and obsession with customers. People…

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Measuring (Lack of) CRM Usage

One of the most common complaints about customer relationship management (CRM) systems is that individual reps don’t use them. This isn’t very surprising to me, as many CRM deployments are designed to give visibility to management or to streamline the ops person’s ability to forecast, rather than to add value to the individual rep. Organizations try…

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Cascading Satisfaction

I often use a honeycomb as a metaphor for a connected and aligned organization. In Performance Alignment: Cascading Strategy, I defined cascading as a formal method for achieving alignment by explicitly connecting strategy to operations to tactics. When cascading works well, every individual understands how his/her objectives supports the corporate objectives. I frequently get asked how…

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