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Innovation & Change

The Real Reason Wells Fargo Fails the Noble Purpose Test

When the CEO said, “Cross-selling is the centerpiece of our strategy,” I knew they were doomed to fail. Wells Fargo is back in the news, and no one should be surprised. When then CEO John Stumpf told the sales team cross-selling was the number one goal, he opened the.

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Why Case Studies Don’t Work and What to Do Instead

Do you want people to care about your cause, idea or product? A client of mine, we’ll call him Don, was struggling to get funding for his startup. He had a promising software product; he’d done a test market; he had the data.  People liked his presentation. Yet he.

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Why Wine Costs More with a Story

The hand blown bottle was labeled with the year 1787 and the word “Lafitte,” a top French vineyard, etched into the glass. The wine was taken from a bricked-up cellar in Paris hundreds of years ago. It eventually became one of most expensive bottles of wine ever sold. Also.

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Three Ways to Bring Back Courtesy

If you’re feeling like the workplace (and the world in general) is becoming more crass, you’re not alone. According to Harvard Business Review polls, 98% of people report experiencing uncivil behavior at work. Half say they are treated rudely at least once a week, double the number who reported.

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Is Your Business a Mercenary, or a Missionary?

Companies want customers to love them. Bosses want people to love their jobs. Yet many leaders will tell you, emotion has no place in business. This is cognitive dissonance at best, dangerous at worst. Let’s start with the cognitive dissonance. To think you can strip emotion out of the.

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Why Culture – at Home and Work – Can Not Be Left to Chance

What’s more important?  Getting the order out today, or creating a culture that will enable you to do 5,000 orders next year? The answer of course, is both.  One task is urgent, the order today, it’s easy to understand what to do.  The other issue is important, creating an.

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Two Reasons So Many People are Reluctant to Be Positive

Is there an incentive to be friendly?  For many people, there are actually more incentives to be negative. Recently, we were working with a client who was trying to improve their customer service.  Yet despite training, continual prompting and incentives, several team members were reluctant to be positive.  In.

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Why Working on Hobbies Makes You Better at Your Job

Would you hire a wind surfer?  How about a furniture painter?  Would leadership promote someone who spends their weekends writing and reading poetry?  We often think hobbies and leisure time activities take us away from work.  But developing a rich life outside of work can make you more successful.

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The Root Cause Behind TD Bank & Wells Fargo Customer Deception

Oh, how the mighty fall.  Again. The recent TD Bank group scandal reveals what happens when an organization lacks Noble Purpose.  After CBC (Canada’s national broadcasting news network) reported TD employees being pressured to make sales goals, hundreds of TD employees came forward describing “incredible pressure” from managers to.

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Useless Employee Surveys and How to Avoid Them

Have you ever done an employee survey?  How honest were you? Did the questions even scratch the surface of the true feelings you have about your job? Organizations increasingly concerned about the cost of turnover and lack of employee engagement often lean on employee surveys to get insights into.

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