Archives from August 2018

Howard Yu on Leaping Across Knowledge Disciplines

How to stay relevant when everything is changing.

August 17, 2018 / Podcast # 18-20

Howard Yu

Novartis is currently a multinational pharmaceutical company but when it started over two centuries ago they were manufacturing dyes for textiles. It was only when someone noticed the health benefits of their dyes that they made the switch. Howard Yu, author of Leap, joins us to talk about how this leap to a similar but different industries as the key to staying relevant in an constantly changing business market.

Howard Yu is the LEGO professor of management and innovation at the prestigious IMD business school in Switzerland as well as the director of its signature program, the three-week Advanced Management Program (AMP), an executive education course. In 2015, Yu was selected by Poets&Quants as one of “The World’s Top 40 Business Professors Under 40,” and in 2018 he appeared on the Thinkers50 Radar list of thirty management thinkers “most likely to shape the future of how organizations are managed and led.” He has delivered customized training programs for leading organizations including Mars, Maersk, Daimler, and Electrolux. His articles have appeared in Forbes, Fortune, Harvard Business Review, The Financial Times, and The New York Times. Yu received his doctoral degree from Harvard Business School. Prior to his doctorate, he worked in the banking industry in Hong Kong.

 

Jeanne Bliss on Treating Customers Like They’re Your Mom

The new golden rule.

August 10, 2018 / Podcast # 18-19

Jeanne Bliss

When we think of customer service we tend to focus on the front line employees who are taking the customer phone calls. While they are often the face of the organization, there are thousands of decisions made throughout the company than wind up making customers feel less-than great. Jeanne Bliss, author of the new book Would You Do That to Your Mother, says that treating customers with respect is something that needs to permeate the entire organization, from customer facing roles all the way to the CEO.

Jeanne Bliss is one of the foremost experts on customer-centric leadership and the role of the chief customer officer. For over 20 years, she led customer experience executive at Lands’ End, Coldwell Banker, Allstate, Mazda, and Microsoft. Since 2002 she has guided customer experience transformations for major global organizations through her firm, CustomerBliss, and has inspired audiences through her keynote speeches.  She is the co-founder of the Customer Experience Professional’s Association and has been called the “godmother of customer experience.”

 

Leonard Mlodinow on Training Our Brains to Be More Elastic

How to stop following orders and start making our own.

August 3, 2018 / Podcast # 18-18

Leonard Mlodinow

At the two ends of the neurological spectrum are logical thinking and elastic thinking. Generally the purvue of artists and great thinkers, elastic thinking is called upon more and more in our everyday lives. Luckily, we are not born one way or another. Leonard Mlodinow, author of the book Elastic, joins us to talk about ways we can train our thinking to be less logical and make up our own rules.

Leonard Mlodinow was born in Chicago, Illinois, received his PhD in theoretical physics from the University of California at Berkeley, and is the author of five best-sellers. His book The Drunkard’s Walk: How Randomness Rules our Lives was a New York Times Bestseller, Editor’s Choice, and Notable Book of the Year, and was short-listed for the Royal Society book award. His book Subliminal won the PEN/Wilson award for literary science writing. His other books include two co-authored with physicist Stephen Hawking — A Briefer History of Time, and The Grand Design. In addition to his books and research articles, he has taught at Caltech, written for the Wall Street Journal, the New York Times, and Forbes magazine, among other publications, and for television series such as McGyver and Star Trek: the Next Generation.