Weighing the risk ethics of requiring vaccinations
Creating safe workplaces while respecting employees’ concerns and choices presents challenges for company leaders.
s+b Blogs
Customer service is not customer experience (and vice versa)
Think holistically about how people are interacting with your brand — and invest accordingly.
Are we having fun (at work) yet?
Games or contests meant to inject some motivation and productivity into the workday can backfire if employees feel pressured to take part.
Three post-pandemic predictions for the world of work
What are the most consequential, lasting impacts on business and leadership after a year of crises?
What if the hybrid office isn’t real?
COVID-19 has forced people to adopt new technology to create shared workspaces. It’s only the beginning.
Imagination is not enough
As the novel Martin Dressler shows, the most ambitious endeavor in business is to create an immersive world.
Leader, know thyself
To improve executive performance, thinking about thinking is a really good idea.
The four Fs of employee experience
These simple principles, based on the empathetic, iterative practice of design thinking, can help you help your people perform to their fullest potential.
The secret recipe for organizational culture is no recipe
Culture emerges from a variety of ingredients within your organization, and cookie-cutter approaches won’t get it right.
The challenges of the seriously successful 1940s businesswoman
The novel In Bed We Cry had early insights into the lives of prosperous working women.
The power of power consciousness
Businesses benefit when they help their employees understand the different types of power relationships that shape workplaces.
The cyborg behind the sales counter
Equipping employees with wearable or implantable AI devices may improve efficiency, but firms must weigh ethical concerns and prepare customers for the new experience.
Women’s sports face a post-pandemic reinvention
Women have been hit harder by the pandemic across all areas of life. In sports, they will need to fight for equality to survive.
Creating a “path to yes” to spur innovation
The prospect of change can make many employees shut down and look for reasons not to do something. Here’s how to shift that dynamic.
What makes the rich steal?
In his novel The Embezzler, Louis Auchincloss delved into the true story of Richard Whitney, a patrician financier who lost it all.
Seeing, doing, and imagining
Judea Pearl’s ladder of causation defines three levels of managerial decision-making prowess.
There is such a thing as too much freedom
The challenge for businesses is finding a balance in the hybrid working world.
Do you manage up or down?
It’s not easy to spot those who spend all their energy looking up, so organizations need systems to root them out.
Three steps to the “best next” workplace
When COVID-19 wanes, returning to normal won’t be good enough. Leaders need practices to help them create a future that’s amazing.
Detective story
Homicide, David Simon’s classic study of Baltimore’s detective squads, contains powerful management lessons.
Empowerment will be at the heart of the new healthcare experience
COVID-19 has highlighted the importance of keeping patients, families, and caregivers informed and connected, and of valuing them as co-creators in building the future of healthcare delivery.
When molehills are worse than mountains
Small, persistent customer service failures may pose a bigger threat to customer retention than large, isolated incidents.
Why we need a “Take Your Manager to Care-Work Day”
By flipping the script, we can show how caregiving makes workers even more valuable.
Setting your company up for success in 2021
After nearly a year of customer experience improvisation, here’s what to focus on moving forward.
Supporting employees working from home
The vaccines needed to end the pandemic are here, but it will be months before many employees come back to the workplace. Here’s how to help them now.
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