8 Leadership lessons from a Polar Explorer

A number of years ago, I attended the IABC conference in Hong Kong. Before I went, I had never heard of Sir Robert Swan, OBE but he was the first person to reach both the South and North Poles on foot. I think the best keynotes give you a good story and good ideas. They…

The Employee Engagement Discussion — Part 1

I’ve spent much of my career asking and answering the question: Who is responsible for employee engagement? Good CEOs, Presidents and Managers usually say engagement is squarely their responsibility. Then Human Resources (or Talent Management or the People Department) usually sits at the table and says they are responsible for the execution of Engagement strategies…

Customer Service, it’s not personal

As I stood in line and listened to a customer and manager discuss a recent problem, I considered the importance of customer service. I always forget that I have a bit of an odd resume in terms of serving customers. I got my first job (where I paid taxes) when I was 14. It was…