Blog

10 Reasons Change Succeeds or Fails: Winning Strategy

We have found that there are ten factors that determine the success or failure of any organizational change.  In this series, we will examine each of these factors.  The first is whether you have developed a winning strategy. Organizations that are most effective at driving change have a very clear and meaningful strategy (or end…

Maureen Spivack

B2B Customer Strategy: Who Do You Serve and What Are You Solving?

We encounter many business to business clients who have realized “what got them here is not what is going to get them there.”  One of the consistent themes that emerges regardless of industry is that over time, B2B companies often develop a portfolio of customers with different requirements.  As illustrated in the grid below, we…

BOLD Leader Guide to Customer Experience

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…

Know Thyself: An Interview with Maureen Spivack

The ancient Greek aphorism “know thyself” was on full display as we visited with the very self-aware Maureen Spivack. Maureen is one of those folks that immediately establishes instant credibility. Some of it is from her 30 plus years of investment banking experience with E & Y, Merrill Lynch, UBS, Morgan Keegan, KPMG Corporate Finance…

Cropped shot of a diverse group of business professionals giving each other a high-five

Intentional Culture: Start with the Employee Experience

Are you facing the question, “How do we change our culture to support the strategy we have just defined?”  As my colleagues and I were discussing this challenge, we identified an important element of creating an intentional culture: purposefully connecting the Customer Experience to the Employee Experience. When done right, good customer experience work should…

Alignment, Not Sameness: An Interview with Mary Brainerd

Don’t you just love those moments when someone says something so simple, so clear and therefore so brilliant, light bulbs literally go off in your head? I sure do and it happened to me in a recent conversation with Mary Brainerd, CEO of HealthPartners. HealthPartners is the largest consumer governed nonprofit health care organization in…

BOLD Leadership in For-Profit and Nonprofit Work: An Interview with Tim Clark

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…

What is the Truth? An Interview with Jay Coughlan

Jay Coughlan – successful former Chairman and CEO of XRS Corporation, President and CEO of Lawson Software, convicted felon, husband, father, board member, speaker, coach, and now the CEO and Managing Director of TruBalanced – and I reconnected after several years for this bold leader conversation. Wait! Back up! What was that “convicted felon” part…