Category: Articles We Like | Page 6

January 31, 2014 / Articles We Like

On "Customer Experience: How To Manage What You Don’t Own"

This article by Erik Long & Will Carter resonates because many businesses today rely on a complex web of external partnerships to deliver value for the customer. While external partnerships are often not within an organization’s direct control, certainly they can be influenced – and they must be – as they are part of the ecosystem delivering on the organization’s brand promise.

The CMO.com article Customer Experience: How to Manage What You Don’t Own shares insights and tips that leaders can apply across all aspects of business, from marketing to human resources, to improve the customer experience. Read it now.

What actions are you taking to identify and influence your company’s unowned touch points? What tools have you used like journey mapping? What other tools do you use to capture and understand your customers’ experience?

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January 31st, 2014|Categories: Articles We Like|Tags: ask mariposa, business leadership, CMO, customer experience, executive coaching, external partnerships, human resources, influence, Mariposa Leadership|

December 21, 2013 / Articles We Like

On: "4 Essential Ingredients in Consumer Storytelling"

We share this article by Diane Hessan because businesses that use narrative to communicate consumer stories can create real meaning for employees and decision makers, inspiring them to action by altering perceptions and assumptions. Storytelling is a synthesis of all sources of customer information, not just one person’s account, however inspiring, and offers insights to help businesses move in the right direction.

In the inc. article, “4 Essential Ingredients in Consumer Storytelling,” the author outlines four key ingredients for creating consumer stories that resonate:

Get personal and build relationships.
Plan deliberately and explore from different angles.
Use human intuition to find the story that matters.
Evoke emotions that inspire action.

Read more about these ingredients now.

What actions have you been inspired to take as a result of consumer narratives?

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December 21st, 2013|Categories: Articles We Like|Tags: business leadership, consumer experience, consumer storytelling, customer experience, customer narrative, diane hessan, effective management, executive coaching, inc magazine, leadership, Mariposa Leadership|

December 20, 2013 / Articles We Like

On: "The Role of Talent in Your Customer Experience"

We share this article by Jorie Basque because it links talent management processes with the customer experience, and describes steps HR and talent management leaders can take to directly impact their company’s customer service climate.

In the CX Journey article, “The Role of Talent in Your Customer Experience”, the author outlines steps for reviewing talent selection, training, management and rewards to ensure a strong connection to the customer experience. Read it now.

What are you doing to connect talent management processes to your company’s customer experience?

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December 20th, 2013|Categories: Articles We Like|Tags: customer experience, CX Journey, HR leader, HR management, Jorie Basque, leadership, talent management, talent selection, training|

November 26, 2013 / Articles We Like

On: "A New Model for Innovation in Big Companies"

We share this article by Beth Altringer because research shows internal innovation models in global companies fail between 70%-90% of the time. Getting new ideas off the ground is challenging when those best suited for championing those ideas are strapped for time. Outsourcing innovation, while costly, can bring in fresh ideas but large companies tend to bump up against availability of internal resources to see those ideas through.

In the Harvard Business Review article, “A New Model for Innovation in Big Companies,” the author explores a new form of organizational collaboration that uses entrepreneurs to stimulate and sustain innovation in large companies.

Read it now.

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November 26th, 2013|Categories: Articles We Like|Tags: beth altringer, big companies, entrepreneurs, Harvard Business Review, HBR, innovation, organizational collaboration|

November 25, 2013 / Articles We Like

On: "15 Innovative Strategic Planning Questions to Prepare for 2014"

We share this article by Mike Brown, founder of The Brainzooming^TM Group, and author of its popular blog on strategy, creativity and innovation, because the executives we work with want to make a strategic impact in the year ahead. Mike Brown delivers 15 unique strategic thinking questions executives can use to gain a fresh perspective on these thorny strategic planning topics:

fostering innovative, disruptive ideas
identifying innovative strategic opportunities
creating competitive advantage
prioritizing market strategy opportunities
addressing professional development

Read it now.

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November 25th, 2013|Categories: Articles We Like|Tags: Brainzooming, competitive advantage, creativity, innovation, Mike Brown, professional development, strategic planning, Strategy|

November 13, 2013 / Articles We Like

Infographic: Generational Differences in America 101

I’ve written a lot about the different generations, and find understanding the root of their differing behavior and corresponding attitudes to be both a fascinating topic and a valuable management tool. As with everything in management, increasing the understanding between team members helps build positive and productive relationships. Also, with this understanding, it is easier to identify and focus on complimentary strengths, and opportunities for growth.

The infographic below is specific to America. It identifies the life shaping events of each generation, how those events lead to specific characteristics, and how to speak to those characteristics as a manager. Learn the language of each generation to increase employee engagement, and help your employees grow and develop. Read more.

About the author:

Anne Loehr is the President of Anne Loehr and Associates, co-founder of Safaris for the Soul, and an Executive Leadership Coach for Mariposa Leadership, Inc. For more good reads, visit Anne Loehr’s personal blog at: www.anneloehr.com/blog/.

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November 13th, 2013|Categories: Articles We Like|Tags: Anne Loehr, baby boomers, employee engagement, generation x, generational differences, growth, management, millenials, productive relationships|

October 31, 2013 / Articles We Like / HR / Talent Management

On: "7 Hottest Trends in HR Technology"

Because advances in HR technology have historically changed the way talent is managed, we suggest this article, by author Meghan Biro, CEO of TalentCulture Consulting Group, as she looks at technology trends to help HR make smart decisions.

In the article, 7 Hottest Trends in HR Technology, published in Forbes, Meghan predicts companies will become more selective about their technology investments, opting for those which are easy to implement, are user friendly and deliver targeted results. Read it now for more, including her trends in analytics, social media and mobile applications.

What trends are you seeing in HR technology? What are your predictions on how they will impact talent management processes?

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October 31st, 2013|Categories: Articles We Like, HR / Talent Management|Tags: Forbes, HR, meghan biro, talent management, technology|

/ Articles We Like / Blog

On: "Your Brain is Hooked on Being Right"

We share this article by Judith E. Glaser, CEO of Benchmark Communications and the chairman of The Creating We Institute, because it offers a glimpse into communication patterns that can be detrimental to relationships – in life and the workplace. The need to be right causes others to either fight, flight, freeze or appease, all of which prevents honest sharing of information and opinion.

In the article, Your Brain is Hooked on Being Right, Judith explains the brain science behind why we become addicted to arguing our case and winning and offers practical tips for breaking this addiction. Read it now.

Are you addicted to being right? How are you trying to break your addiction?

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October 31st, 2013|Categories: Articles We Like, Blog|Tags: brain science, communication, Creating WE, judith glaser|

On: "Productivity Improvement: It's Not What You Think"

In this article, author Dorie Clark sets out to challenge the traditional mindset on what it means to improve one’s productivity. Many executives try to increase productivity using times of intense focus without interruptions. Dorie contends that this “head’s down” approach isn’t the only route to increased productivity, and may hinder creativity and innovation.

In the article, Productivity Improvement: It’s Not What You Think, published in the National Center for the Middle Market, Dorie redefines productivity. She draws on the expertise of Mariposa CEO, Sue Bethanis, for tips on behaviors executives can adopt right away to positively harness the energy in office interruptions. Read it now.

What is your definition of improving productivity? How do you go about making the most of office interruptions?

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October 24th, 2013|Categories: Articles We Like, Design Thinking / Creativity / Innovation|Tags: creativity, Dorie Clark, innovation, interruptions, Mariposa Leadership, productivity, productivity improvement, sue bethanis|

September 25, 2013 / Articles We Like

On: "Can Building Great Products Help You Build Great Teams?"

This article by Deep Nishar, SVP of Products and User Experience at LinkedIn, resonates with our experience working in Silicon Valley. Silicon Valley was not born on leadership skills but great products. However, as a 20-year veteran leader of product and user experience teams, he deftly makes the connection between product management principles and people management.

In the Harvard Business Review article, Can Building Great Products Help You Build Great Teams?, Deep dissects his “Seven Principles to Product Bliss” and correlates each one to leadership skills. The wisdom in his article imparts a lesson: shifting your perspective can yield unexpected insights. Read it now.

What insights on leadership skills can you glean from your everyday life?

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September 25th, 2013|Categories: Articles We Like|Tags: deep nishar, Harvard Business Review, HBR, leadership skills, linkedin, people management, product management, user experience|