Which comes first, customer or employee experience? This may sound like the proverbial “chicken or egg” question. Both promise greater employee engagement and enhanced financial performance. Many companies are underperforming on both. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter…
As business leaders, we understand: companies exist only if they meet a set of customer needs. The most successful companies today increasingly understand that how their organization delivers for customers is as important as what it delivers. This orientation has resulted in an increased focus within many organizations on the customer experience. We see many…
I recently had the opportunity to speak with Tim Clark about BOLD LEADERSHIP. Having had two very different careers, I was interested in learning more about what Tim saw as universal truths about leadership. At CarVal Investors, Tim Clark had grown the global distressed debt hedge fund from $1 billion to over $13 billion over…
While there is no single profile of a Bold Leader, I’m struck by the number of bold leaders we have interviewed that have a resume of short, intense engagements. Perhaps I look for this profile as it mirrors my own. As I often say, it isn’t easy building a 35 year business career – 3 ½…
I recently had the opportunity to interview Marcee Chmait, President of Spendwell Health. Spendwell Health provides consumer transparency by allowing consumers (currently participants in high deductible health plans through large self-insured employers) to shop for healthcare providers and medical services online, see an actual retail price they will pay in advance of the visit, and…
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…
