strategic

Unleash the Motivation for Change

I’ve long been a subscriber to Russell Ackoff’s principles, renowned for his pioneering work in Systems Thinking and Management f-Laws (yes, Ackoff spelt the last word that way intentionally). As a famed professor at the Wharton School, he remains a timeless figure whose insights continue to resonate profoundly with my work in change management and …

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The Customer is Always Right

  The following quote captured my attention this morning. It was in an article in Strategy + Business. “For me, if a client makes a complaint, I go bonkers—and the client is always right. My people can provide 150 justifications, but they will be overruled by the client’s point of view. This needs to be ingrained in each …

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