Innovative Thinking

Micah Solomon on Customer Service in the Twenty-First Century

Using New Tools to Your Advantage

August 10, 2012 / Podcast # 12-16

Micah Solomon

Micah Solomon joins us on Edgewise to discuss his new book High-Tech, High-Touch Customer Service. Micah addresses the positive and negative effects technology has had on customer service today as well as the recent changes in the balance of power between customers and businesses. Using companies like Twitter and Yelp, Micah describes the importance of immediate customer conversation and how customers now, more than ever, can easily choose to take their business elsewhere. Other good examples of technology harness for revenue are companies like Netflix and Amazon that tap in to people’s strong desire for self-service and the need to receive things much faster than ever.

Micah Solomon, author of High-Tech, High-Touch Customer Service, is the customer service strategist and business keynote speaker termed by the Financial Post ”a new guru of customer service excellence.” Solomon is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture — and how they fit into today’s marketing and technology landscape. An entrepreneur and business leader, he previously coauthored the bestselling Exceptional Service, Exceptional Profit.

For additional training on this topic, consider these AMA seminars:
*Customer Service Excellence: How to Win and Keep Customers
*Leading Extraordinary Customer Service
*How to Create an ITIL Service Desk and Incident Management PRocess

To learn more, read these AMACOM Books:
*Strategic Customer Service, by John A. Goodman
*Customer Service Management Training 101, by Renee Evenson
*Award Winning Customer Service, by Renee Evenson

 

Dov Seidman

Dov Seidman joins us on Edgewise to discuss his book How: Why How We Do Anything Means Everything. Dov states that “we live in a world where what we do matters, but it doesn’t matter as much as how we do what we do”; we are in a new era of behavior where our actions can affect so much more in ways they never could in the past. This is especially important to acknowledge as behavior has become the greatest source of our competitive advantage. Dov describes what he calls the “how principles” and why these values guide our behavior. He will explain his solution for making jobs more interesting, inspiring and satisfying using such examples as Southwest Airlines.

Deemed “the hottest advisor on the corporate virtue circuit”, by FORTUNE Magazine, Dov Seidman is the founder, chairman and chief executive officer of LRN, a company that helps businesses develop ethical corporate cultures and inspire principled performance. His insights into the complexities of human behavior have been a source of inspiration and innovation for corporate boards, business leaders, government officials and employees around the world, including Allstate, Dow, eBay, Johnson & Johnson, Kraft, Pfizer, Procter & Gamble and Viacom. Audiences describe Dov Seidman’s presentations as life-changing. Seidman’s unique ability to connect with people at an emotional as well as intellectual level has helped attendees see their lives, purposes, and potential with greater clarity.

For additional training on this topic, consider these AMA seminars:
*Create a Respectful Workplace: Improve Morale, Increase Productivity and Achieve Business Goals
*Expanding Your Influence: Understanding the Psychology of Persuasion
*Responding to Conflict: Strategies for Improved Communication

To learn more, read these AMACOM Books:
*How to Tell Anyone Anything, by Richard S. Gallagher
*Elements of Influence, by Terry R. Bacon
*The Manager’s Guide to Maximizing Employee Potential, by William J. Rothwell

 

Kevin Kelly on the Future of Jobs; Man or Machine

Why Technology is Doing More Good Than Harm

July 13, 2012 / Podcast # 12-14

Kevin Kelly

Kevin Kelly shares his views on technology driven innovations and the impact that these rapidly advancing technologies are having on job growth and employment numbers. Kevin acknowledges that computers will continue to automate many jobs, though he states that technology is also facilitating new jobs at an even faster rate. He predicts that jobs will continue to evolve rapidly in five to ten years, and that the most lucrative positions have not even been invented yet. You will also learn what he means by the “hacker mentality” and how this negative connotation can be seen as a type of exploration of design solving.

Kevin Kelly is Senior Maverick at Wired magazine. He co-founded Wired in 1993, and served as its Executive Editor from its inception until 1999. He has just finished a book for Viking/Penguin called What Technology Wants, published October 18, 2010. He is also editor and publisher of the Cool Tools website, which gets half a million unique visitors per month. From 1984-1990 Kelly was publisher and editor of the Whole Earth Review, a journal of unorthodox technical news. He co-founded the ongoing Hackers’ Conference, and was involved with the launch of the WELL, a pioneering online service started in 1985. He authored the best-selling New Rules for the New Economy and the classic book on decentralized emergent systems, Out of Control.

For additional training on this topic, consider these AMA seminars:
*Making Sense of Web 2.0: Leveraging Social Media in Your Organization
*Strategic Agility and Resilience: Embracing Change to Drive Growth
*Communicating with a Multigenerational Workforce

To learn more, read these AMACOM Books:
*Transforming Performance Measurement, by Dean R. Spitzer, Ph.D.
*Future Savvy, by Adam Gordon
*Going Lean, by Stephen A. Ruffa

 

Dick Martin on Adapting to a Diversified World

Understanding and Targeting New Demographics

June 29, 2012 / Podcast # 12-13

Dick Martin

Dick Martin joins us on Edgewise to discuss his latest book Otherwise: The Wisdom You Need To Succeed In A Diverse World. The main theme of this book is that businesses must strive to better understand people unlike themselves, and why this ability is now more important than ever. Dick touches on the three steps he describes in his book for businesses such as Fox News and MSNBC to adapt to the flux in society. He also discloses who he deems the most innovative marketers in the world.

Dick Martin is a business writer specializing in marketing and public relations. He has written articles for the Harvard Business Review, BusinessWeek.com, the Conference Board Review, Leader to Leader, the Journal of Business Strategy, and the PR Encyclopedia. He is also a frequent speaker to business and student groups. Martin was executive vice president of public relations, employee communications and brand management for AT&T from 1997 to 2003, capping a 32-year career with the company. He was also chairman of the AT&T Foundation.

For additional training on this topic, consider these AMA seminars:
*AMA’s Advanced Course in Strategic Marketing
*Strategic Agility and Resilience: Embracing Change to Drive Growth
*Communicating Up, Down and Across the Organization

To learn more, read these AMACOM Books:
*Leading with Cultural Intelligence, by David Livermore, Ph.D.
*Building a House for Diversity, by R. Roosevelt Thomas, Marjorie I.
*The Cultural Intelligence Difference, by David Livermore, Ph.D.

 

Paul Laudicina on Continuous Organizational Transformation

Rebuilding Your Business Model Successfully

June 15, 2012 / Podcast # 12-12

Paul Laudicina

Paul A. Laudicina, chairman of A.T. Kearney, joins us on Edgewise to discuss the transformation of the company, from subsidiary of a global service firm to a management owned company, and many of the lessons he learned along the way. Paul shares the steps he took to rebuild the company’s business model and reconstitute the organization. He explains the importance of aligning a common set of values and principles unique to your DNA, having a robust strategic planning process which considers all variables, and an organizational culture that is clearly identifiable from the outside looking in. He stresses that it is a continuous process of change and to be prepared to shift direction as required by the business environment and its conditions.

Paul A. Laudicina is Managing Partner and Chairman of the Board of global management consulting firm A.T. Kearney, a position he has held since 2006. He is also the founder and chairman of the firm’s Global Business Policy Council, a forum of CEOs and thought leaders focused on assessing global strategic opportunities and risk management. He was named to Consulting Magazine’s annual ranking of the Top 25 Most Influential Consultants in 2005 and, again, in 2007. He is the author of a number of articles and books on global strategic issues, including World Out of Balance: Navigating Global Risks to Seize Competitive Advantage (McGraw-Hill, 2005). His upcoming book, Beating the Global Odds: High-Stakes Decision Making for Success will be released in September 2012.

For additional training on this topic, consider these AMA seminars:
*Strategic Planning
*AMA’s Advanced Financial Modeling and Forecasting Workshop
*Successful Product Management

To learn more, read these AMACOM Books:
*Facilitating Project Performance Improvement, by Jerry Julian
*Investing in a Sustainable World, by Matthew J. Kiernan
*Transforming Performance Measurement, by Dean R. Spitzer, Ph.D.

 

Jim Collins and Mort Hansen On Flourishing in Uncertainty

A New Look at Surviving Unstable Environments

June 1, 2012 / Podcast # 12-11

Jim Collins and Mort Hansen

Jim Collins and Mort Hansen, co-authors of the book Great By Choice, discuss their research on fundamental business concepts and why some companies excel in chaos, turbulence, and uncertainty while others do not. Jim describes it as the most fascinating analysis that he’s ever been associated with in nearly twenty five years of research. Some of those fascinating insights include the role of luck and innovation, their “triad of behaviors”, as well as firing your “bullets” and then firing your “cannonballs.” Companies like IBM, Microsoft, Southwest and Pacific Airlines have used these techniques with great success.

Jim Collins is the coauthor of Built to Last: Successful Habits of Visionary Companies. Formerly a lecturer at the Stanford Graduate School of Business, he jettisoned a traditional academic career in order to chart his own path. Today, he operates a management research laboratory in Boulder, Colorado. Previously, Collins held positions at McKinsey & Company and Hewlett-Packard.

Morten T. Hansen is a management professor at the University of California, Berkeley (School of Information), and at INSEAD. Formerly a professor at Harvard Business School, Morten holds a PhD from Stanford Graduate School of Business, where he was a Fulbright scholar. He is the author of Collaboration and the winner of the Administrative Science Quarterly Award for exceptional contributions to the field of organization studies. Previously a manager with the Boston Consulting Group, Morten consults and gives talks for companies worldwide.

For additional training on this topic, consider these AMA seminars:
*Managing Chaos: Tools to Set Priorities and Make Decisions Under Pressure
*Managing Chaos: Dynamic Time Management, Recall, Reading and Stress Management Skills for Administrative Professionals
*Confronting the Tough Stuff: Management Skills for Supervisors

To learn more, read these AMACOM Books:
*Leading at the Edge, by Dennis N. T. Perkins, Margaret P. Holtman, Paul R. Kessler, Catherine McCarthy
*Breakthrough!, by Paul Kurnit, Steve Lance

 

Anders Dahlvig on IKEA’s Global Social Ambition

Continual Growth of an Industry Giant

March 23, 2012 / Podcast # 12-06

Anders Dahlvig

In this edition of Edgewise Anders Dahlvig chronicles his rise from store manager to president CEO of IKEA. Anders discusses his book, The IKEA Edge: Building Global Work, the affect globalization has had a on the retail business and how important it is for companies to adapt this new market culture. Anders also reveals his thoughts on corporate culture versus national culture and the difficulties in keeping out bureaucracy, complacency in a steadily growing corporation. Listen as Anders shares the unique vision he relied on to lead IKEA through its best and worst times.
Anders Dahlvig is the Former Group President and CEO of IKEA, a leading international retailer of home furnishing products. Anders is also a member of European Retail Round Table. He is a director of Oriflame Cosmetics AB, H&M Hennes & Mauritz AB and Axel Johnson AB; Kingfisher Plc and is Chairman of The New Wave Group and a member of the Advisory Board of Lund University Business School. He received received the Swedish award for Good Environmental Leadership in 2002 for his independent and persistent work with environmental sustainability issues. In 2006, he also received the U.S. Foreign Policy Association’s Global Social Responsibility award.
For additional training on this topic, consider these AMA seminars:
*Strategic Agility and Resilience: Embracing Change to Drive Growth
*Management Skills for New Supervisors
*Corporate Cash Management

To learn more, read these AMACOM Books:
*Now, Build a Great Business!, by Mark Thompson, Brian Tracy
*Investing in a Sustainable World, by Matthew J. Kiernan
*Secrets of the Marketing Masters, by Dick Martin

 

Betty Shotton on the Principles of Liftoff Leadership

February 10, 2012 / Podcast # 12-03

Betty Shotton

In the episode of Edgewise, Betty Shotton shares her experience as a serial entrepreneur, having founded and lead 6 companies. Betty recently authored Liftoff Leadership, in which she pinpoints the key qualities and attributes necessary to kick-start your leadership trajectory. Betty stresses her “pre-flight checklist,” and a series of assessments and questions, which she says allows leaders to identify their guiding principles. Listen as she shares a few of the ten principles noted in her book, including: altruism, balance, and possibility.

Betty Shotton has over 35 years experience as a CEO, Entrepreneur, and Leadership Consultant. Today she is the CEO & Founder of Liftoff Leadership LLC and a partner with Berkana Consulting Group. She has founded and led six companies in vacation rentals and aviation. One of these companies known today as ResortQuest International, a part of Wyndham Worldwide went public in 1998 (NYSE). She developed and led two regional airlines, SouthEast Air and SeaAir in her commitment to commercial air service for the OuterBanks of North Carolina and served on the Board Directors of Cape Air.

 

Michael Beer on Higher Ambition Leadership

Encouraging economic and social growth through management

December 16, 2011 / Podcast # 11-50

Michael Beer

Dr. Michael Beer, co-author of Higher Ambition: How Great Leaders Create Economic and Social Value, challenges the convention of business leaders to be driven primarily by profit. In this episode of Edgewise, Michael explains how today’s most prosperous leaders are investing in their employees as social capital, encouraging them to think of customers outside of a transactional context and build valuable relationships. He discusses the importance of defining the direction of an organization in alignment with specific core beliefs , inspiring managers, employees, and customers to work towards a greater good. Read more…

 

Brendon Burchard

You may not realize that you can channel your life experience into valuable advice people will pay to receive. In this episode of Edgewise, Brendon Burchard, author of The Millionaire Messenger: Make a Difference and a Fortune Sharing Your Advice, explains the ten steps necessary to break into the lucrative Experts Industry. Listen as Brendon conveys how to leverage inexpensive tools to increase awareness and develop compelling products around your personal expertise.
Read more…