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More businesses… realize that a customer who feels understood is a step closer to real satisfaction and genuine advocacy.
|
139 |
 |
A person’s sources of satisfaction are clues to his talent.
|
243 |
 |
These four characteristics – simplicity, frequent interaction, focus on the future and self-tracking – are the foundation for a successful performance management routine.
|
249 |
 |
A new culture – group norms and shared values – develops through consistency of successful action over a sufficient period of time.
|
5 |
 |
In some situations the constraints and lack of power are overwhelming. Nevertheless, action is possible.
|
28 |
 |
So if you don’t act quickly, organizational inertia will overcome you. – Ron Marshall
|
79 |
 |
The direction of change is widely communicated, and communicated for both understanding and gut-level buy-in. The goal: to get as many people as possible acting to make the vision a reality.
|
83 |
 |
Without conviction that you can make change happen, you will not act, even if you see the vision. Your feelings will hold you back.
|
115 |
 |
…people often form judgments based on very small samples of interaction with someone else…
|
43 |
 |
…there are just five triggers: location, time, emotional state, other people, and the immediately preceding action.
|
23 |
