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Tagged with 'Tom Peters'

Avoid the Either/Or Performance Management Trap

As I was preparing my slides for next week’s coaching and leadership development webinar I rediscovered a powerful description of coaching I’d cited decades ago in one of my first books. In A Passion for Excellence: The Leadership Difference, Nancy Austin and Tom Peters write, “Coaching is the process of enabling others to act, of […]

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Want to Improve Customer Service – Treat Your Employees Better

This is the title of a recent report in the University of Pennsylvania newsletter Knowledge @ Wharton. Part of the article reports on “a recent study conducted by Marshall Fisher, a professor of operations and information management at Wharton, and other colleagues.” He goes on to show how one of the keys to improving customer […]

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Avoid These Traps and LOL for Peak Performance

I recently came across this bit of wisdom from an unknown author, “Remember, people will judge you by your actions, not your intentions. You may have a heart of gold — but so does a hard-boiled egg.”  Way too many managers confuse intentions, plans, and declarations with actions. Managers must LOL — lead out loud […]

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The Third Ring: Enhanced Service That Delights Customers

Fourth in a four part series on The Three Rings of Perceived Value. Years ago author and speaker on organizational excellence, Tom Peters, declared, “we can no longer afford to merely satisfy the customer. To win today, you have to delight and astound your customers — with products and services that far exceed their expectations.” […]

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Top 30 World’s Leadership Gurus: I am Honored to be in Such Company

I recently awoke to a pleasant surprise in my e-mail. I’ve been included on a list of the world’s "top 30 most influential leadership gurus." I am especially honored to be in the company of leaders that I’ve learned so much from, such as Warren Bennis, Tom Peters, Ken Blanchard, Jim Collins, Stephen Covey, Marshall […]

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