Resolving Residual Risks: Moving the dial in M&A failures

Matt Weilert   » Subscribe Image: Rock Eel Digital     We can rewrite the story of our lives. We can trans­form a Greek tra­gedy into an epic ad­ven­ture­…or the spare el­e­gance of a haiku. The choice is ours. Tweet this! For companies seeking a culture & communications readiness audit for pre-merger due diligence, our ...

What Makes Us Unique?

Every business you can name wants better performance. Yes or yes? All many do is talk about it. Finally, STETA Group delivers a straightforward way to put that talk into action! Most recently in the bakery industry, our people-centered, dialog-driven Risk Resolution Engagement, (RRE overview, sample) delivered 32x ROI, or over $4MM USD net present ...

5 Whys of Customer Service: Dick & Jane surf the web.

Part III: Seiso 清 掃 (systematic cleanliness) In our continuing series on how superlative customer service resolves reputation risk, we have an exchange w/a Chimpster we’ll call Nimrod. The takeaways are described below. In discussing Seiso, or systematic cleanliness, we’re adapting this quality term to represent good, minimalist design, as much as needed, yet no ...

A thoughtful reply to the “fixing managers” HBR post – updated!

With due respect to Jérôme’s ZiDcard post & to Avivah’s article in HBR, let me serve up a halibut smack to this idea that we need numerical parity in every industry. While Avivah makes relevant points, too many initiatives fall into the “either-or” rather than the real-world “both-&|or-many” option. The simplistic newscaster who wants a ...

5 Whys of Customer Service Excellence, Part II: If you love people it shows

5 Whys of Customer Service Excellence, Part II: If you love people it shows
Reason the Second: If you love people, it shows. If you don’t, ditto. Non-Economies of Scale On a support phone call, it’s unimaginable that we would put someone on hold for a couple of minutes to answer another call, and cycle between several calls, isn’t it? Yet that’s exactly what goes on in many, many ...

“5 Whys” Customer Service Excellence isn’t spelled “Chat with Us”

Abstract: The prevalence of support chat services and the dramatic decline of live human voice support is a textbook case of short-term thinking bolstered by fudgy math. First of a series. Reason the First: They don’t know what they don’t know Companies buy into the idea that chat allows them to lower their cost. Ipso ...

Fluency gives us Joy

Fluency gives us Joy
Many times I’ve said, “I want the hole, not the drill” to explain to this or that service person, that the intricacies of their business, were actually, their business. I was just interested in a solution to my particular situation of the moment. How true that is for all of us! (Or for the Hercule ...

Effective Meetings, powered by Systemkey™ Solutions

Effective Meetings, powered by Systemkey™ Solutions
Sometimes you just gotta say it like it is. Grandstanders are about as useful as a bowling ball in a snowstorm. In managing multiple agendas for large conferences or on-going series, one of our most important factors is structuring the agenda to guide people intuitively to optimum results. The premise of the movie Inception was ...

Mentor Notes for “The Copper Ladle: A retelling of the children’s classic Stone Soup”

Mentor Notes for
We open this maiden voyage of the ideaship “Perspective” with a retelling of the classic children’s fable Stone Soup, on our sister site: STI Press. The story is called “The Copper Ladle.” It’s most popular version in America is masterfully told by Marcia Brown, for which she was a 1948 Caldecott honoree. I embellished the ...

A fresh perspective on deep experience

A fresh perspective on deep experience
ENTERPRISE RISK MANAGEMENT?? Boring…(!), right? Not on your life! (pun intended…) With a science-driven, behavior-based approach, the Systemkey™ Innovation framework combines the best of both worlds: the hard science discipline of systems engineering and the holistic intuition of systems thinking to deliver deep experience with a fresh perspective. Visit our download library to learn more! ...

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