Exceed cost with value

Here’s a simple test: think about a product or service you’ve recently paid for that has provided a customer / user experience that is better than you expected. How has that made you feel about [...]

Agile is a verb

I recently read through a lengthy article describing organizational change and what companies need to consider in order to better adapt to the technology driven economy we reside in. It was a [...]

Clear messages

We’ve written many times in these insights about expectations, and one other aspect of setting expectations is the awareness of ambiguity. While we hope that people can read our minds or [...]

Role reality

Most of us understand our roles in the context of a title and job description, but there’s more. The way we govern ourselves and the roles we employ actually shape the role continuously. When we [...]

Trust and fear

“Fear can be created quickly; trust can’t.” – Ed Catmull There are many things that can get in the way of people doing their best work. Many of the most damaging ones actually end up in [...]

penalty and expectation

Take a look at this video to see how to better introduce a change that works. There’s a saying: “You get what you expect and you deserve what you tolerate.” People are not always rational. In the [...]

Check for understanding

The other day I came across Simon Sinek’s quote on listening – “There is a difference between listening and waiting for your turn to speak”. What I love most about it is how true it is. I’ve [...]