WHY YOUR COMPANY NEEDS A CHIEF CUSTOMER OFFICER

Wanted: Seasoned executive to become a champion of the customer. Must be adept at breaking down organizational silos to create a persistent customer-first mentality across physical and digital channels. Requirements include diplomacy skills, an innovative spirit, customer service excellence, and a data-driven mindset.

WHERE CPOs CAN AIM AI: PRIORITIZED PROCUREMENT USE CASES

Today, acquiring goods and services relies on a series of nodes and networks to function without - or despite - minimal interruptions. The past few years of infections, invasions and, more recently, inflation, have caused significant damage to the network and created a perfect storm of challenging conditions.

WHAT DOES YOUR COMPANY REALLY STAND FOR?

For years, as scholars of organizational behavior and as corporate consultants, we’ve researched what you might think of as the value of values. We’ve conducted dozens of studies designed to determine how a clear understanding of individual and organizational values can affect decision-making, motivation, relationships, well-being, leadership, and performance. What we’ve discovered in this work is striking: When you align your organization’s values with both your strategy and the values of your employees - creating what we call values alignment—you reap all sorts of benefits: higher job satisfaction, lower turnover, better teamwork, more-effective communication, bigger contributions to the organization, more-productive negotiations, and, perhaps surprisingly, more diversity, equity, and inclusion. Our favorite finding involved the impact of values alignment on the turnover of chief operating officers. When we studied the divisions of one multiunit organization, we found that COOs whose values alignment was low needed a salary increase of 40% to become as likely to stay in their jobs as those whose values alignment was high. Imagine that: An increase in values alignment had as great an effect as a 40% raise.

HOW TO DO CUSTOMER SERVICE RIGHT IN A POST COVID WORLD

For decades, companies have fought hard to retain customers, pushing the ‘customer is always right’ mantra to its limits. Staff shortages and the need to cut costs during the pandemic have challenged this approach.

HOW CFOS SHOULD RESPOND TO CALLS TO RAISE SALARIES?

It’s the season for annual planning and budgeting, and many chief financial officers (CFOs) are being urged to increase employee compensation in the year ahead for both new hires and existing staff.

WHY MARKETERS MUST START TALKING “MULTIVERSE” INSTEAD OF “METAVERSE”

As a marketing and advertising industry we need to stop obsessing over the metaverse and start focusing on the broader picture. Soon, we’ll all be living in a multiverse.

REINVENTING YOUR LEADERSHIP TEAM

As companies strive to build competitive advantage in a world obsessed with digitizing (which is often a must but rarely differentiating), they find that what they need from their leaders is changing.

OKRS AND KPIS: 3 COUNTERINTUITIVE TIPS FOR LEADERS

When was the last time you rethought metrics? Consider applying some fresh, even unconventional ideas about Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs)

THE BASICS OF MANAGING AS A LEADER

Effective management and leadership are vital in these times of complexity and fast change in organizations.

WHAT YOU LOSE WITH YOUR NEW STRATEGY

Why do organizational strategies so frequently fall short? This question has perennially stumped executives and managers, and one thing seems certain: it’s not for lack of planning.