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People Centric

Putting People First: the path to Customer Centricity, essay
Monday, 17 May, 2021
Putting People First: the path to Customer Centricity, essay

A few years ago,  Brian Moynihan, the CEO of Bank of America, was interviewed as he discussed their new Customer Focus initiative:

Beyond the Mask: do we really see each other?
Monday, 10 May, 2021
Beyond the Mask: do we really see each other?

Enjoying my post-gym coffee outside a coffee shop last week I looked up and noticed a maskless man drinking his coffee at a near-by table. I got a shock when I saw his whole face. A face! The whole face! I’ve gotten so adjusted to only seeing eyes and mask that I was startled, and surprised on many levels.

Thank You. We Appreciate You: a case study in caring for employees
Monday, 19 Apr, 2021
Thank You. We Appreciate You: a case study in caring for employees

Early this morning I went to my favorite ‘big box’ supermarket, WinCo. If you’re

Listening Assessment: Do you have listening biases?
Monday, 5 Apr, 2021
Listening Assessment: Do you have listening biases?

Most of us believe we don’t have listening biases accurately hear what’s been said. But given our brain’s

Assumptions: Why being right is wrong
Monday, 18 Jan, 2021
Assumptions: Why being right is wrong

While researching my book What? I discovered that when listening to others, we naturally assume we understand what’s meant and don’t question that

Authenticity in Business: differentiating yourself in these uncertain times
Monday, 24 Aug, 2020
Authenticity in Business: differentiating yourself in these uncertain times

Things are changing these days. Of course we’re always in flux, but during this