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Posts Tagged ‘John Bernard’

MANAGING IN THE NOW – follower’s blog

Welcome to the MANAGING IN THE NOW follower’s blog. I hope you enjoyed the video.

Thanks to my great literary agent Michael Snell we had three publishers interested in publishing the book, and we are thrilled to be working with John Wiley & Sons, publishers of such great books as The Five Dysfunctions of a Team by Patrick Lencioni, The Leadership Challenge by James Kouzes and Barry Posner, True North by Bill George and David Gergen; and numerous books by the likes of Peter Drucker.

I’ll be writing at the pace of a chapter every two weeks and along the way I intend to share some excerpts to help you understand where the book is going. Here’s a snippet from Chapter One, where I introduce the idea of YESability—how capable are your company’s front-line people at saying “yes” to your customer and prospect’s unique needs? From chapter one:

YES derives its power from the fact that it saves us time, and time, like low tide, waits for no one. We can never buy more of it, it continually slips away, and when it’s gone, it’s gone forever. When we hear a prompt YES, we can happily move on to something else we need to do. When we hear NO, especially after waiting for over an hour to hear it, we feel as if we’ve been robbed of something we can never replace.

“We also value YES because it respects our needs. When an organization, be it an insurance provider or the Department of Motor Vehicles, respects our needs, we feel good. And no one can devise a better definition for customer service than ‘making the customer feel good.’  That feeling lies at the heart of every customer relationship, and yet companies forget that fact all the time when they take loyalty for granted.”

We are in the midst of the largest transformation in a century as we transition from a Mass Production base to one dependent upon Mass Customization, making YESability essential for economic survival. A bit more from chapter one:

“Mass customization, a term Stan Davis popularized in his 1987 book Future Perfect,   aptly describes the internet’s impact on the marketplace. We’ll examine mass customization’s impact on management closely in Chapter Two, but for now just keep in mind this basic definition: ‘the use of computer-aided systems to produce custom output.’  Why does that matter? These systems change the whole game because they combine the low unit cost of mass production with the flexibility of individual customization.  While mass production supplied many identical products produced at a low cost, mass customization offers individually differentiated products manufactured at or near mass production costs.  Mass production once drove the global economy and still plays a major role in emerging economies, but mass customization increasingly defines a new economy, where companies can say YES to customers and give them what they want when they want it. Of course, businesses have always striven to do that, but now they can do it. Three key drivers have conspired to make it all possible.”

I look forward to sharing more of chapter one next week.


Things are moving very fast…

Needless to say technology is rapidly evolving and innovating.  To stay up to speed with this kind of change is nearly impossible and the farther a person gets behind on the learning curve, the harder it becomes to catch up.  John Bernard has remarked that by embracing the technological advancements in the workplace, you can empower employees to solve problems extremely fast.  This is particularly important when you are working in a company or society that wants everything NOW.  The speed of need is important to growing companies and cannot only increase employee engagement by increasing the autonomy and allowing an employee to master their skills, but it can also gain a competitive advantage in the industry or market.  Below is a video about just how fast things are changing.  Enjoy!