Leaders Measure More than the Average

When Mary Coffin of Wells Fargo spoke at September’s 90 Ideas event, she shared this nugget: Measure more than the average. She pointed out that when we take measurements, we do a lot of looking at trends and averages and norms to make decisions. But averages only tell us so much. We also need to … Read more

Leaders Engineer an Experience

Mary Coffin of Wells Fargo has a great nugget about customer experience at 90 Ideas. I found it to be a new way to look at efficiency versus effectiveness. Each customer interaction depends on four ingredients: People, Process, Data, and Technology Coffin asks, “Which gets the focus?” She made the point that technology gets the … Read more

Leaders Make Changes Stick

Two weeks ago, I wrote about Scott Raecker’s water obsession. I also said there were two big things he shared at 90 Ideas. Here’s the other, and it’s timely, because New Year’s resolutions are coming in just a few weeks… To make change stick, you need four ingredients. Clearly communicate the expectations of the change. … Read more

Leaders have Fun

I have a tradition—the Tuesday before Thanksgiving my friend Matt Pries  and I engage in the Annual Night of Gluttony. Click here to view a presentation I did on the tradition. We want to grow old staying young, and maintain our connection with each other in the midst of our busyness.  This tradition helps. The … Read more

Leaders Stay Hydrated

I admire Scott Raecker; he’s a great speaker with wonderful stories and spot-on content. His work on character education has touched many. And when he had the floor for five minutes at the 90 Ideas event, he shared two big insights with us, and one of them was unexpected: Drink water. I’ve blogged about caffeine … Read more

Leaders Champion Inclusion and Diversity

Miriam de Dios offered up a challenge to all of us back at “90 Ideas in 90 Minutes” in September: Champion Inclusion That seems like a no-brainer—anyone who studies organizational effectiveness and community development knows that diversity and inclusion make for stronger teams, organizations, and communities. But Miriam offered a couple angles we hadn’t considered. Oftentimes, … Read more