The Empowered Buisness

JULY 14, 2015

You could gain access to the underlying motivators that drive a leader or employee to do their best work? It’s called motivational profiling. Your underlying (and often unconscious) attitudes and motivations determine what you pay attention to and focus on in your leadership role. Dominant motivation driver.

Motivation 100

Motivation Leadership McClelland Long-term 100

Terry Starbucker

JULY 5, 2015

Note: This is the 3rd installment of excerpts from my book manuscript of “More Human: A Journey To The Heart Of Great Leadership” The first installment is here , and the second here. . It is a key step towards building the culture of accountability that is the heart of More Human leadership. ” – Robert Orben.

Leadership 150

Leadership Letter Conference Definition 150

Harvard Business Review

OCTOBER 10, 2017

In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve This call center employed all the best practices of the day: A psychologist created scripts of talking points. We made a number of operational changes to the call center. Building Balanced Cultures.

Organization 12

Organization Tactics Call Center Metrics 12

Harvard Business Review

AUGUST 5, 2014

Instead, the last few years have seen a proliferation of C-suite titles that include a component of marketing. This diversity reflects not only a deepening understanding of the connection between growth and customer satisfaction, but a much greater awareness of what marketing can do to help forge that bond.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

AUGUST 15, 2017

To ensure a truly transformative culture change effort, the team outlined a new corporate-wide organizational strategy to sit alongside its other market-focused strategies: “Foster a culture of insight and innovation.” Most people focus on the first type of innovation: incremental.

Insurance 11

Insurance Innovation Core Competence Disruptive Innovation 11

Harvard Business Review

AUGUST 31, 2018

Developing a diverse leadership pipeline can benefit companies in all sectors. And yet black women’s advancement into leadership roles has remained stagnant , even as the number of them in professional and managerial roles has increased. How People Get Ahead. What were the critical events, and what lessons did they learn?

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Harvard Business Review

DECEMBER 25, 2013

He was suddenly responsible for many thousands of call-center employees. Even though American Express was well-known for its outstanding service, the company at the time regarded Bush’s organization purely as an expense, and it followed the conventional command-and-control model in its call centers.

Call Center 8

Call Center Attrition Cost Center Learning-by-Doing 8