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Listen to the Customer

I started my career as a banker during a rapid period of deregulation.  Banks weren’t sure what to do.  Regulators were making up the new rules and literally publishing them every Tuesday when the DIDC (Depository Institutions Deregulatory Committee) would issue the changes for the week. Seriously.

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3 Common Innovation Mistakes

Aveus partner Chris LaVictoire Mahai shares 3 common innovation mistakes — and how the intersection of customer experience and performance chains can better set you up to win on Jorge Barba’s blog, Game Changer.

Steve Milligan Interview

 This interview was conducted while Steve was the CEO of HGST. He had been at HGST since September of 2007, entering as the CFO. “Being in the hard drive business requires innovation and rapid execution. It is that combination that is interesting and very challenging.” This year after the merger of HGST with Western Digital, Steve…

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How BOLD Leaders Stay One Step Ahead of Customers

You’re doing the right things. You’ve chosen your target customers wisely and found a set of needs you can solve for them better than anyone else can. People and teams across your organization are doing their best to make daily decisions that meet or exceed the requirements your customers value most. And you’re constantly re-evaluating…

John Dunlap Interview

When you meet John Dunlap, director at the San Diego Zoo, it is clear he is a very organized thinker and action-oriented guy. Zoo staff members say that on any given day you can find John out front at the Zoo, meeting people, engaging with visitors and demonstrating the experience he works so hard to…

Beth Sparboe Schnell Interview

Sparboe Farms: Bob Sparboe started the Sparboe Chick Company after returning from service in the Korean War, distributing day-old chicks to farmers in Central Minnesota. Today, after more than 55 years in the business, Sparboe Farms is the fifth largest egg producer in the country serving retail, wholesale, and food service customers in 26 states.

The 3 Elements of Trust

“Do you trust me?” This can be an emotionally charged question, yet it can be a tremendously constructive one, too. In our work we have found that getting clarity on the reasons why you do (or don’t) trust someone is just as important as the answer itself.

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10 Reasons Organizational Change Fails… or Succeeds

Linda, Chris and I have just returned from an always-full, dynamic annual summit for the Women Business Leaders of the US Health Care Industry Foundation — or WBL, as its associates love to call it. In a session called “Leading Change that’s Worth It,” we had the privilege of facilitating this amazing group of executives…