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The Bold Leader Blog

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Deborah Gage Interview: What it Takes to Have a Fearless Approach

By | Thursday, December 11, 2014|

A couple of years ago at a national health care conference, I joined a small breakout group discussion and met Deborah Gage, CEO of Medecision, across the table. I don’t remember much about the discussion, but I know we parted, exchanging business cards, with (at least on my part) a clear desire to talk more and know each other better. […]

Dr. David Carmouche Interview: How Bold Leaders Beat the Odds (of Ineffective Change)

By | Friday, December 5, 2014|

The odds are not in his favor. Dr. David Carmouche has spent his entire career trying to provide world class healthcare for a state with some pretty sick people. […]

How Bold Leaders in Healthcare Are Overcoming Uncertainty

By | Wednesday, November 12, 2014|

The healthcare industry is facing tremendous uncertainty. Regulatory changes have resulted from the implementation of the Affordable Care Act. New, individual markets are emerging as a result of the introduction of healthcare exchanges. New payment models are emerging to try to bend the overall cost curve. New care models are being introduced to attempt to integrate care and improve population health. […]

5 Ways to Drive Better Performance Through Your Customer Experience

By | Wednesday, October 29, 2014|

Customer experience has become a hot topic. Industry and company experience ratings are published. A vast array of outside resources are suddenly available to help organizations understand and improve their customer experience. We’ve seen similar trends when “quality” and “lean” initiatives were first adopted. Bold leaders I speak to often feel besieged with information and reports but are still wondering if their customer experience efforts are the right ones. […]

John Geisler Interview: 9 Leadership Competencies to Drive Change

By | Wednesday, October 1, 2014|

John Geisler, vice president and CIO of Cargill, was a guest 8-10 years ago on an internet radio show my Aveus Partner Linda Ireland and I hosted every week back then. Between that time and today, John has led some of the largest, global change initiatives inside the company. […]

MayKao Hang Interview: How To Covertly Create Change

By | Wednesday, September 10, 2014|

Think of change leadership as ‘stealth’ organizing. You know those great experiences when you meet someone for the first time and immediately the conversation feels natural, with common values and principles popping to the forefront in the first few sentences? […]

A Bold Leader Self Assessment on Customer Experience

By | Tuesday, August 26, 2014|

Every day I work with bold leaders to align the decisions they make and what they do every day to what customers value. Because of this I’m forced to ask this one question at least once a day: “Is your customer experience costing or making you money?” Most don’t know. […]

Dale Klapmeier & Pat Waddick Interview: Positive & Negative Stress Always Come Together

By | Thursday, August 21, 2014|

Positive is good. Negative is bad. Right? For example, positive stress in an organization typically helps drive towards a desired outcome. The challenge is to harness the positive to your advantage. Let’s contrast. […]

Brad Hewitt Interview: Bold Leaders Create Stress

By | Wednesday, August 20, 2014|

That headline was one of the last things Brad Hewitt, President and CEO of Thrivent Financial, said to me when we sat down together for a conversation. It came after a fast hour of “Brad-isms” as he dubbed them, and I have to say, this was one fun conversation. […]

32 Customer Experience Measurements Every Bold Leader Should Know

By | Tuesday, August 12, 2014|

Every organization, no matter what you do or who you do it for, has a customer experience that can either earn you or cost you money. […]

How Bold Leaders Use the Information They Gather

By | Wednesday, April 23, 2014|

If you’ve been in business for more than a few years, you’ve likely seen your own organization, and probably others, launch ‘research’ that ends up on the shelf. Or someone tries to use research for purposes that were not intended when it was collected – and probably not legitimate to the methodology used – or the findings. You may have faced an executive that wants ‘big data’ because they have read about it. Why and how they will use it, well, they aren’t actually sure, but everyone is doing it!  […]

Pat Donovan Interview: Never Hire a Consultant to Give an Answer

By | Monday, April 7, 2014|

I’ve known and respected Pat Donovan, CEO of Bremer Bank, for many years – ‘socially’ as they say.  Out my office window I look across a couple of city blocks to the Bremer sign atop their corporate office tower.  One day, seeing that sign, I decided to reach out and ask Pat if he would agree to a visit.  Graciously, he said yes. […]

5 Steps to More Effective Research

By | Thursday, March 6, 2014|

“My clients get paid for making successful decisions. My job is to provide the insights that increase the probabilities that they will make better decisions.”   — Frank Pleticha […]

Innovation Doesn’t Happen in a Closed System

By | Tuesday, December 10, 2013|

An open, global and transparent economy means that now, more than ever, companies cannot rest on their laurels. Doing one thing and doing it well doesn’t work long-term. Keeping a team vibrant requires an infusion of new blood when stagnation rears its ugly head or when you need the next “big thing.” […]

Can You Be Product and Customer Experience Driven at the Same Time?

By | Tuesday, December 3, 2013|

Are you familiar with the phrase, “the best of both worlds?” I am. In my personal life, I’m constantly tempted to make decisions that combine multiple things I like. For instance, when I’m out to dinner – I often think, why not recommend that my dining companion order my second choice on the menu. I can have a few bites, but also enjoy my own meal. It’s the best of both worlds. (Future dinner dates, now you know my secret!) […]