Insights and resources
The Blog Collection
by Andrew Bass | Aligning Behaviour with Strategy, Blog, Client and Customer Experience, Leadership, Process Visuals and Tools
In my February 2009 Newsletter, I wrote about how Moments of Truth shape your business. These often brief interactions disproportionately influence how clients and customers experience your business. (The phrase was the title of a great book by Jan Carlzon, former CEO Read More
by Andrew Bass | "How To's", Blog, Managing Uncertainty, Strategy
Although I like my writing to stay pragmatic and jargon-free, much of my reading is anything but: there’s masses of useful stuff in disciplines far away from “management” that hasn’t yet been translated or transferred. So, I was reading a Read More
by Andrew Bass | Blog, Client and Customer Experience, Self-created Problems
Remember the film Stepford Wives, in which a young woman begins to suspect that the wooden-acting housewives in her new neighborhood are robots programmed by their husbands? Turns out this doesn’t just happen in the movies. It goes on all Read More
by Andrew Bass | Aligning Behaviour with Strategy, Blog, Leadership
..because they are already motivated. This goes for employees, peers, customers, and in fact for all human beings. Think of the laziest person you know. From one perspective they are solid blocks of inertia. But from another – more useful Read More
by Andrew Bass | Blog, Change-&-Persistence, Getting good information, Limiting Mindsets, Self-created Problems
When the Hewlett-Packard board got rid of former CEO Mark Hurd (using allegations of salacious-sounding but apparently pretty mild impropriety as a cover for pursuing personal feuds), Larry Ellison, founder of Oracle, described it as “the worst personnel decision in Read More