Kelly Clarkson: A (Customer Experience) Moment Like This

We recorded this right as Kelly Clarkson went viral. But the Internet happens so fast, we are dropping this episode early because it went Mega Viral®. Is your team ready for YOUR Kelly Clarkson moment?  (The latest news on X, as of this episode dropping, can be found here.) Interested in coaching or training on these topics for you or …

“There is no limit” to this behavior–but there are ways to guard against it

What do the Watergate Scandal, the Bible, two modern business books and the International Coaching Federation have in common? They can all help you defeat the behavior that tempts us all. (Shout-out to Josh Wink for our acid house tangent toward the start.) Interested in coaching or training on these topics for you or your team? We’d love to hear …

Woke 1, Woke 2? What’s next after cancel culture?

They Might Be Giants are the USA’s greatest rock band. (Mark said so.) An early lyric of the band gives us a window into hipsters, millennials and cancel culture. But the UK’s best comedy mind (Mark said so) David Mitchell points to a different path. Can our workplaces use his insight before it’s too late? Interested in coaching or training …

Without this, you are doing continuous improvement wrong

The closest English translation is probably self-reflection. But that definition doesn’t really do it justice. Hansei isn’t sitting around thinking about your feelings. It isn’t beating yourself up about something you did wrong. And it definitely isn’t the corporate ritual where everybody sits around a conference table after a bad month trying to figure out who screwed things up. Hansei …