AMA EdgewiseIn the coming weeks we will be bringing you the insights and voices of recognized thought leaders across a wide range of topics.
Our aim is to provide those essential "nuggets" of perspective that will help you and your organization improve performance, adapt to changing business realities, and prosper in a complex and competitive world.
How to learn that criticism is good for you.November 14, 2014 / Podcast #
In The Truth Doesn’t Have to Hurt How to Use Criticism to Strengthen Relationships, Improve Performance, and Promote Change author Deb Bright talks about ‘criticism’s’ bad reputation and the stigma that is attached to it in the workplace. She argues that criticism is actually more beneficial than not and that its sole purpose is to help someone do something better, achieve goals, and grow personally and professionally. The purpose of the book, Bright says, is to give givers and receivers of criticism the skills they need in order to communicate with one another, and have productive conversations that build trust and respect. Deb gives listeners techniques such as “quick charges” in order to better help them receive criticism and utilize it in the best way possible.
Deb Bright, PH.D. is founder and president of Bright Enterprises, Inc., a consulting firm devoted to enhancing performance. Her impressive roster of clients includes Raytheon, Marriott, Disney, GE, Chase, Morgan Stanley, and other premier organizations.
Retaining the right people to get the right results.October 31, 2014 / Podcast #
In Redefining Operational Excellence: New Strategies for Maximizing Performance and Profits Across the Organization, Andrew Miller explains operational excellence not as a methodology, but rather a mindset which he describes as a constant pursuit to try and improve performance and maximize profitability. Miller argues that the business environment, as well as customer expectations, are changing, and that the keys to success are to figure out how to attract and retain the best people, the ability to drive innovation and collaboration, and to acquire new customers, all while optimizing speed. Miller suggests that companies constantly be looking for “nuggets of gold” that are greatly benefiting the company as well as areas in need of performance boosts. Miller firmly believes that improving execution, fostering innovation, and driving growth are the three fundamental concepts for obtaining operational excellence.
Andrew Miller helps organizations find money and performance boosts in areas they don’t normally look. His clients include 3M, McKesson, Four Seasons Hotels and Resorts, The Bank of Nova Scotia, and many other world-class organizations. He is a regular contributor to IndustryWeek magazine, Entrepreneur magazine, and the Canadian Healthcare Network. Andrew regularly speaks to corporate and industry audiences across North America.
Keeping up with fast-paced customer interaction.October 17, 2014 / Podcast #
In A World Gone Social: How Companies Must Adapt to Survive, co-authors Mark Babbitt and Ted Coiné discuss social media as a change agent that is essentially marking a new era of business. They argue that companies who don’t maintain a social media presence will eventually become obsolete due to the fact that they will have a more difficult time consistently progressing themselves based on customer needs. Now, customers have the ability, at any time, and very easily, to influence other customers by sharing their experiences, both good and bad that they have had with companies. The authors insist that companies who don’t provide the best customer service possible, and treat people with respect no matter what medium, will be hurting their business irreparably.
Mark Babbitt is the CEO of YouTern, a community that enables those in career transition - from college students to workforce veterans - become highly employable by connecting them to high-impact internships, mentors and contemporary career advice. Mark also serves as President of SwitchandShift.com, a site and consultancy dedicated to leadership in the Social Age, and is CMO and a co-Founder of ForwardHeroes.org, a non-profit that assists military veterans successfully transition into the civilian workforce.
Ted Coiné is a three-time CEO, and chairman and founder of switchandshift.com and a keynote speaker. Coiné is an influential business expert and is very highly regarded for leadership, customer service, and social media influence by Forbes, SAP Business Innovation, and the Huffington Post. Ted plays an active role as a consultant for several companies, helping to make them more human-focused.
Freeing your mind to unknown possibilities.October 3, 2014 / Podcast #
In The Road to Reinvention: How to Drive Disruption and Accelerate Transformation, author Josh Linkner discusses re-inventing, creating something anew, and imagining what “can-be” instead of “what-is”. Linkner suggests several strategies for re-invention, but one of the most important is the habit of pushing the envelope and having an ongoing re-invention approach, where companies are constantly changing all aspects of their business. To be successful, Linkner states that everyone must be able to re-invent, innovate, and adapt, and this is for employees working on all levels of the business.
Josh Linkner is an entrepreneur, keynote speaker, and author. He is the founder of ePrize which markets small businesses. Linkner has been a CEO and Managing Partner of Detroit Venture Partners since 2010. The Road to Reinvention is his third book. In addition, Linkner writes for He is a regular writer for Fast Company, Inc. Magazine, and Forbes.
Fulfilling the changing desires of your customers.September 19, 2014 / Podcast # 14-19
In his new book, Build for Change: Revolutionary Customer Engagement through Continuous Digital Innovation, Alan Trefler discusses the divergence that is becoming more and more visible between successful leading companies and the not so successful companies. Trefler argues that consumers are becoming more empowered and are gaining the upper hand against big businesses that provide essential services for them. Trefler says that it is now up to companies to start determining the intent of the customer, and what keeps them coming back for more. To do this, companies must leave behind traditional management approaches and adopt a new system which looks at customers holistically.
Alan Trefler is the founder, CEO, and chairman of Pegasystems. He attended Darthmouth College where he majored in Economics and Computer Science. In 2009 he was named American Business awards Software CEO of the Year and in 2011 the Massachusetts technology leadership council named him Public Company CEO of the year.