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Who are the UK’s 2012 Customer Experience Leaders and What Can We Learn From Them? | Futurelab – We are marketing and customer strategy consultants with a passion for profit and innovation.

Who are the UK’s 2012 Customer Experience Leaders and What Can We Learn From Them? | Futurelab – We are marketing and customer strategy consultants with a passion for profit and innovation. | Success Leadership | Scoop.it
“For many of the Top 10 it is their focus on employee engagement, training, development and motivation even for seemingly mundane jobs that differentiates the service experience.”

“There is generally a movement to empower front line staff to step outside procedure and make sensible decisions in favour of the customer.”

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Success Leadership
Creative Leadership for Success, Empowerment & Happiness
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An Organization-Wide Approach to Good Decision Making

An Organization-Wide Approach to Good Decision Making | Success Leadership | Scoop.it
Behavioral economists and psychologists have uncovered scores of biases that undermine good decision-making. And, along with management experts, they have provided helpful tips that decision-makers can use to try to correct for those biases.
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donhornsby's curator insight, May 28, 9:56 AM

(From the article): Your teams are freed to focus on each element of this rational decision-making model and identify gaps in the quality of a decision. Instead of sticking to biases or getting mired in politics, people work to fill those gaps, with analytics providing a clear line of sight to the most value. Further, by satisfying all six elements of DQ, companies can recognize the quality of a decision as they make it, not just in hindsight. The result: far fewer failed strategies, far less wasted capital in investment decisions, and — to everyone’s great relief — fewer blame games and witch hunts.


The hard truth is we all leave a lot of value on the table – value that we could seize with better decisions. Doing so requires an organization-wide framework for making them.

Expressworks International's curator insight, May 29, 12:47 PM

Use of trusted third parties as honest brokers may help companies ensure that confirmation bias isn't part of the decision making process.

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Why the Pay-for-Performance Compensation Strategy Fails

Why the Pay-for-Performance Compensation Strategy Fails | Success Leadership | Scoop.it
See what professionals have to say about performance management and the cost of big fails to having the wrong system.
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Five Leadership Problems That Brought on the FIFA Disaster

Five Leadership Problems That Brought on the FIFA Disaster | Success Leadership | Scoop.it
With nine FIFA executives under arrest, the organization that manages the World Cup has become something of a poster child for governance gone wrong.
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The History of Employee Engagement

The History of Employee Engagement | Success Leadership | Scoop.it
Understanding the roots of what has evolved into employee engagement and how that now has adapted employees into becoming an integral part of marketing is a great way for your company to get a firm grasp on what it means to truly foster an employee...
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3 Ways a Leader’s Attitude Impacts the Team

3 Ways a Leader’s Attitude Impacts the Team | Success Leadership | Scoop.it
3 ways your attitude is impacting your team's passion and enthusiasm. Make sure you aren't contributing to your employee's attitude problem.

Via Anne Leong
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Leading Teams through Change at the Speed of Business

Leading Teams through Change at the Speed of Business | Success Leadership | Scoop.it
How to guide your team amid uncertainty, without losing momentum.

Via Anne Leong
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Culture and engagement: The naked organization

Culture and engagement: The naked organization | Success Leadership | Scoop.it
Employee engagement and culture are now business issues, not just topics for HR to debate. And there’s no place for organizations to hide.
Richard Andrews's insight:

Note: this page seems to open at the end of the article, not the beginning. Don't be put off - just scroll up!

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What Kind Of Leadership Is Needed In Flat Hierarchies?

What Kind Of Leadership Is Needed In Flat Hierarchies? | Success Leadership | Scoop.it

Our shift from bureaucratic to distributed leadership took nearly a century. According to Deborah Ancona, a professor of management and organizational studies at MIT, companies in America circa 1920s were "super bureaucracies." Then, in the 1960s, people focused on interpersonal relationships and lots of discussions centered around trust and empathy. In the 1990s, it was all about organizations needing to undergo large-scale changes and vision. Finally, today’s workplace centers on what’s called variously eco-leadership, collaborative leadership, or distributed leadership.

"It’s all about your network," says Ancona, author of X-Teams: How to Build Teams That Lead, Innovate, and Succeed, as in who do you know outside and inside of your team. "If you understand the internal network in your company, you have a higher chance of moving ahead


Via David Hain, Roger Francis
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David Hain's curator insight, May 20, 4:19 AM

In flat hierarchies, everyone has to step up to leadership.

Ian Berry's curator insight, May 21, 9:15 PM

The fast growing movement in flat structures is probably http://www.holacracy.org/ The key is not the system though it's a change in ways of being by leaders. Being comes before doing.

Tony Brugman (Bright & Company)'s curator insight, May 28, 10:41 AM

Great article by Fast Company on leadership in so-called 'flat organisations'. What is necessary to make the real shift from top-down and bureaucratic to more distributed leadership? MIT professor Deborah Ancona discusses the answers.

 

Her keywords are: transparency, strategic mindset for everyone, connectivity and (innovative) collision.

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50 Motivational Quotes From Disruptive, Trailblazing, Inspiring Women Leaders - Entrepreneur

50 Motivational Quotes From Disruptive, Trailblazing, Inspiring Women Leaders - Entrepreneur | Success Leadership | Scoop.it
Whatever "leadership" looks like to you -- in the home, in the office, in the world -- know you're an inspiration to those who are following your path.
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Signs That You’re Being a Pushover

Signs That You’re Being a Pushover | Success Leadership | Scoop.it
If collaboration is key to succeeding in organizations today, doesn’t it pay to play nice in the sandbox? You have to get along with others to get things done, right? Yes, this is true — to a degree.
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Celebrate mistakes: Creating a culture of forgiveness

Celebrate mistakes: Creating a culture of forgiveness | Success Leadership | Scoop.it
Your team is made up of some of the best — you have seen them in action and you know they’re great players. Every day, you see them minimize risk, manage issues and deliver quality work.
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Understand the 4 Components of Influence

Understand the 4 Components of Influence | Success Leadership | Scoop.it
We’ve all encountered people who say less but what they say matters more; people who know how to use silence to dominate an exchange.  So having influence means more than just doing all the talking; it’s about taking charge and understanding the...
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Handling Emotional Outbursts on Your Team

Handling Emotional Outbursts on Your Team | Success Leadership | Scoop.it
Do you have a crier on your team? You know, the one with tissue-thin skin who expresses frustration, sadness, or worry through tears. Or maybe you have a screamer, a table pounder who is aggressively invested in every decision.
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GlennaD's curator insight, May 2, 6:01 PM

I think this article can easily be applied to the adult learner who may have emotional outbursts in the classroom. 

Maggie Lawlor's curator insight, May 2, 7:05 PM

Emotional responses often point to values that are important to us...

SNMinc WebGems's curator insight, May 15, 9:37 PM

"Spot the emotion, Listen, Ask Questions, Resolve it"

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5 Reasons Your Employees Leave (And 1 Big Reason They Stay) - TalentCulture

5 Reasons Your Employees Leave (And 1 Big Reason They Stay) - TalentCulture | Success Leadership | Scoop.it
FacebookTwitterGoogle+PinterestLinkedInStumbleUponE-mailBuffer There’s a lot of disagreement about why employees leave their jobs. Is it because they don’t have the chance to grow? A lack of work/life balance?
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Ground Yourself in the Power of Your Purpose - Lolly Daskal | Leadership Development

Ground Yourself in the Power of Your Purpose - Lolly Daskal | Leadership Development | Success Leadership | Scoop.it
When it comes to living your purpose and leading with meaning, commitment and effectiveness are your foundation.
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How Successful People Handle Stress

How Successful People Handle Stress | Success Leadership | Scoop.it
There are two kinds of people in this world: those who believe they can make things happen and those who believe things happen to them.
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10 Surprising Employee Engagement Statistics for 2015

When it comes to employee engagement, some findings are predictable. Some are not. Here are the 10 most surprising employee engagement stats for 2015.
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How Great Leaders Get Employees to Act Like Owners?

How Great Leaders Get Employees to Act Like Owners? | Success Leadership | Scoop.it

Via Anne Leong
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Roy Sheneman, PhD's curator insight, May 25, 9:21 AM

Very inspiring tales of sound leadership in action

donhornsby's curator insight, May 26, 11:08 AM

(From the article): Research shows that there’s a clear link between transparency and employee happiness. When you regularly ask your employees what’s on their minds and start measuring your culture, you’ll improve your culture, build mutually trusting relationships, and gain a competitive advantage. Most people want to make a valuable contribution, and feel great when they make progress toward doing so. So if management wants to attract, engage, and retain its top talent, you’ll invest in understanding what makes them tick. While you might not want to give up your salary or redistribute all your profits, you may want to get honest feedback for what makes employees happy and what areas you need to improve to inspire them to feel like owners.

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Focus on Winning Either Hearts or Minds

Focus on Winning Either Hearts or Minds | Success Leadership | Scoop.it
We’ve all heard the axiom that to persuade others effectively, we have to win both the hearts and minds of our audience. For people who are naturally persuasive (or overwhelmingly charismatic) this comes naturally.
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4 Ways to Develop Your Leadership “X-Factor”

4 Ways to Develop Your Leadership “X-Factor” | Success Leadership | Scoop.it

Have you ever attended a presentation and found yourself immediately mesmerized by the speaker? Take a moment and think about the exact person you were listening to. You probably felt as if a force pulled you in while listening. You try to identify the qualities that kept you engaged and wanting more, but you just can’t put your finger on them. You know the speaker had passion and lots of confidence. Perhaps it was their high energy, but are these qualities replicable? Absolutely, YES. Does it take effort and time? YES


Via Roger Francis
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Five Signs Of An Ungrateful Leader - Forbes

Five Signs Of An Ungrateful Leader - Forbes | Success Leadership | Scoop.it
Is your leadership grateful? Do they really understand how – and how much – you contribute; do they appreciate your unique way of thinking and doing and the value you add to the organization as a result?
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Nine Behaviors That Drive Innovation

Nine Behaviors That Drive Innovation | Success Leadership | Scoop.it
Earlier this year the Conference Board released the results of a survey of CEOs to identify their most critical challenges. The hands-down winner was the challenge of human capital, especially leadership.
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How to Get Employees Excited to Do Their Work

How to Get Employees Excited to Do Their Work | Success Leadership | Scoop.it
What keeps you up at night as a manager? Are you worried about hitting your numbers? How to boost the results of lower performers? What about how to keep top performers motivated?
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Your Employees’ Emotions Are Clues to What Motivates Them

Your Employees’ Emotions Are Clues to What Motivates Them | Success Leadership | Scoop.it
One goal of developing emotional intelligence is to better understand the people around you. This can help you to interact with them more effectively and to understand what they want.
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She hated authority until she became boss. Here's how she treats her employees.

She hated authority until she became boss. Here's how she treats her employees. | Success Leadership | Scoop.it
She used to work in the kitchen. Now she's the boss.
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