Tag: Executive Leadership Coaching | Page 4

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?

Comment below! Or pose a question via Ask Mariposa.

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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|

How Design Thinking Changes the Way HR Implements Programs

Most HR professionals understand the pitfalls of implementing an HR program. To circumvent failure, HR professionals often conduct a needs assessment to inform direction, maybe conduct a pilot program, and then move to implement when given a “thumb’s up.”

A design thinking mentality shifts that. Whether designing a product, service or experience, the core principle behind the success of design thinking is “fail fast.” For HR professionals, this changes how “buttoned up” your program will be before piloting, or even before rolling it out. The point is to test the program and via observation and feedback, gather data on an ongoing basis to continue to improve. Why do this? Because “customer-driven” programs are the most successful.

To innovate the way you implement HR and Talent Management programs, join us in our new Using Design Thinking in HR & Talent Management workshop

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January 29th, 2014|Categories: Design Thinking / Creativity / Innovation, HR / Talent Management|Tags: breakthrough model, breakthrough workshop, design thinking, executive coaching, HR Leadership, HR professionals, Mariposa Leadership, talent management|

January 2, 2014 / Book Reviews

Book Review | Solving Problems with Design Thinking: Ten Stories of What Works

Solving Problems with Design Thinking: Ten Stories of What Works
By Jeanne Liedtka, Andrew King & Kevin Bennett

Head: (5 out of 5)
Heart: (4 out of 5)
Leadership Applicability: (5 out of 5)

Design thinking is a creative problem solving method, which emphasizes the importance of discovery before solution using user-driven, empathetic market research approaches and real-world experiments. This method expands the boundaries of problem definition and solution generation, making it a novel approach for organizations to use for solving business problems. However, outside of the design environment, where design thinking is the norm, most leaders need an understanding of how to apply it to problems that are not product-focused.

The ten stories featured in this book showcase how design thinking works to produce innovative solutions to challenges such as internal process redesign, deepening customer engagement and addressing social issues. As a blueprint, these stories illustrate processes and tools used. The authors build on the work of Jeanne Liedtka and Tim Ogilvie’s Designing for Growth, to offer a clear path for implementation.

Leaders interested in using more innovative methods to solve sticky business problems will want to read this book. Buy it now.

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January 2nd, 2014|Categories: Book Reviews|Tags: design thinking, executive coaching, innovative solutions, Jeanne Liedtka, Mariposa Leadership, problem-solving, user-driven, wise talk|

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?

Comment below! Or pose a question via Ask Mariposa.

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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 18, 2013 / Design Thinking / Creativity / Innovation

Better Brainstorming for HR Innovation

As an HR leader, you need to come up with innovative ways to energize, develop and retain your workforce. You need fresh ideas – many useful ideas – as well as an new method for cultivating those fresh ideas.

In a design thinking process, brainstorming plays a key role in cultivating a plethora of fresh ideas. But we aren’t talking about your average run-of-the-mill brainstorming session, with everyone in the room (hopefully) contributing a single idea out loud, one by one. This is a frenetic, fast-paced process which sets the stage for creativity!

Here are our tips, based on our Breakthrough! Model:

Clarify the specific problem upfront. Set the problem for the group before you begin to guide the brainstorming process. Examples: How might we redesign the entire end-to-end employee experience of performance reviews? How might we create buzz about our company to a certain demographic, so they know us and know good things about us? How do we ensure that non-comp recognition and rewards are tied to retention? How might we redesign our current leadership development program with Millennials in mind? With multi-generational audiences in mind?
Encourage imagination. Ask your team to think broadly and creatively. The sky is the limit for ideas!
Start alone. Give each person some time to write down a bunch of ideas on individual sticky notes by themselves and post for the group.
Break into small groups. With smaller groups generating ideas at the same time, groupthink can be avoided, one person can’t dominate the conversation, and idea generation potential multiplies.
Each small group member produces an idea…and another…with limited time. In a small group format, have your team write ideas on sticky notes and share them aloud one by one without comments. Challenge your team to produce more ideas after a period of time.

This brainstorming process will result in a broad, creative list of ideas, from which to cull further.

For additional tips on frenetic brainstorming and culling the list of ideas, download our Executive Guide to Design Thinking or join us in our NEW Using Design Thinking in HR & Talent Management workshop.

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December 18th, 2013|Categories: Design Thinking / Creativity / Innovation|Tags: brainstorming, breakthrough model, breakthrough workshop, design thinking, HR, hr innovation, hr leaders, human resources, innovation, Mariposa Leadership, talent management|

December 12, 2013 / Ask Mariposa

Ask Mariposa | Becoming a T-shaped Leader

Danielle asks: I was promoted about a year ago and am leading an HR team at a small but rapidly growing company. My boss recently mentioned I need to broaden my perspective and skill set to be more effective, especially as we continue to grow. I was surprised to hear this considering my role and background in HR. What do I need to do?

Tawny Lees, COO of Mariposa, responds:

Great question! Often times, depth of business expertise can lead to a promotion, but the skills required for leading at the next level change. Effective HR leaders in rapidly growing companies possess a balance of both vertical and horizontal skills, referred to as being“T-shaped.” The vertical piece refers to the depth of your specific functional business expertise (like Benefits/Comp/Recruiting, etc. for an HR Manager.) The horizontal piece refers to your skills, experience or perspectives that help you contribute and collaborate across the company, outside of your particular area of expertise. The combination of vertical and horizontal skills increases your ability to adapt and flex to change, and collaborate, which is key in environments which are constantly changing or require constant innovation.

Ask yourself:

What factors are impacting your business, thus driving change for HR? Of those, which do you need to know more about?
Do you have prior experience that could lend an empathetic view, if not skills or abilities? You might have knowledge or skills but may not have leveraged it in your role yet.
Can you participate in any committees or special projects to broaden horizontally?

T-shaped leadership is cultivated over time. You might want to consider outside conferences, courses, travel or community projects while you build skills on the job.

Good luck, great question!

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December 12th, 2013|Categories: Ask Mariposa|Tags: ask mariposa, design thinking, HR, HR leader, innovation, Mariposa Leadership, t-shaped leader, Tawny Lees|

2 Ways Empathy Can Help HR Drive Innovation

In most companies today, innovation is expected from all areas of an organization – including groups not traditionally known for driving innovation agendas, such as Human Resources. Success for HR and Talent Management leaders lies in opening up to new approaches for developing fresh ideas for difficult issues. Here are 2 ways that empathy – a key element of design thinking and one facet of our Breakthrough! model – can help HR & Talent Management leaders go from idea-to-innovation more quickly.

Empathy provides context for solutions. Too often, leaders of all types come up with an idea for a product, service or experience in isolation, then implement it. This approach fails to lead to innovation. Developing empathy through various methods of observation and interviewing puts HR leaders in their customer’s shoes, experiencing what they do and how they feel. Thus, HR leaders stand a better chance of developing solutions that work for the customer.
Empathy develops T-shaped HR leaders. HR leaders who develop an ability to empathize with their customers have both the vertical skills in human resources and are able to broaden their horizontal perspectives, leading to an ability to look at a problem from multiple dimensions.

For more information on empathy, download our Executive Guide to Design Thinking or join us at our NEW Using Design Thinking in HR & Talent Management workshop.

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December 11th, 2013|Categories: Design Thinking / Creativity / Innovation, HR / Talent Management|Tags: breakthrough model, design thinking, design thinking workshop, empathy, executive leadership, HR, HR Leadership, human resources workshop, innovation, Mariposa Leadership, t-shaped leader, talent management|

November 12, 2013 / Ask Mariposa

Ask Mariposa | Dealing with Change

Toby asks: Our new VP has been on the job for six months and is trying to change everything about the way we do our work. This has left middle management feeling vulnerable. The consistent message received is that everything that was done for the past 4 yours was all wrong and needs to change. How do we roll with the changes yet keep morale from tanking?

Sue Bethanis, CEO of Mariposa, responds:

Thanks for your question! The first thing I suggest doing is ASSESS the situation: 1) what changes are good? 2) which ones are not so good? and 3) which ones are hard? After you have done an ASSESSment, figure out for yourself which ones you can roll with and don’t need help, which ones are hard, and thus you need help with? Go to your boss and ask for advice/help on the hard ones. And ask him/her to give you some of the reasoning behind the ones that you deem to be “not so good.” Have your assessment of the situation ready to give your reasoning as well, and let him know how the “not so good” changes have affected you in a negative way.

To learn more about the skills of Assess, check out our Executive Guide to In-the-Moment Coaching.

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November 12th, 2013|Categories: Ask Mariposa|Tags: ask mariposa, assess, change, Mariposa Leadership|

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?

Comment below! Or pose a question via Ask Mariposa.

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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 17, 2013 / Ask Mariposa

Ask Mariposa: Empower and Develop Your Team

Mary-Lou asks: I was just promoted to a senior director position. In order to get to know my direct reports better, I want to schedule 1-1 meetings with each of them. Can you offer some suggestions of questions I should ask them?

Anne Loehr, Executive Leadership Coach responds:

Congrats on your promotion Mary-Lou!

Since your job is to empower and develop the individuals on your team, scheduling 1-1 meetings is a perfect start. During this time, you want to get to know each other personally and professionally so you can establish a great working foundation and understand what motivates them to do their best. Here are some example questions that will achieve both. Stay truly curious and open, and as you ask questions and listen you want to be picking up on what’s important to them in the way they describe themselves and their team. Some sample questions, in no particular order:

Tell me about yourself – your strengths, your learning edge, how you like to work.
How do you get to leverage your strengths in your role today? What do you like most about it?
What is your definition of success in this job?
What’s life like outside of work? Activities? Interests?
Tell me about your team – what’s going well and any current challenges.
How can I support you to be working at your best?

Of course, you can share similar information about yourself as well – you don’t want the conversation to feel like an interview, and they are probably quite curious about you. Depending on how this meeting flows and how much time you have, you may be able to dive in to talk about specific business items, or set that up for a following conversation.

Let us know how it goes!

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September 17th, 2013|Categories: Ask Mariposa|Tags: Anne Loehr, ask mariposa, coaching, effective leadership, empowerment, feedback, listening skills, Mariposa Leadership, promotion, team development|