jdhInsights Blog

I recently had a conversation with a friend of mine who we’ll call Mary, who mentioned how one of her new female executive co-workers who we’ll call Jan, was struggling with engaging with her new team.  Mary said things like: “I hope Jan can pull it together. I’m...

Do you ever have those projects when deadlines are missed and no one knows why?  Meetings were held, minutes were taken and actions doled out.  And yet.  The project wasn’t completed as committed. What happens then? Everyone looks at the other person, wanting to place...

When customer experience in our organizations falls short, as managers, we often blame the service representatives involved, coach them or warn them to do better, and move on.  The problem is that the biggest issues may actually lie within our organization’s systems,...