Leadership That Stimulates Change

LEADERSHIP THAT STIMULATES CHANGE focuses on the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.

Bill is recognized as the Performance Excelerator because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.

As a senior executive with over 30 years experience, he works with senior leaders to navigate change and influence and inspire higher performing, customer-focused cultures that create long-term, profitable relationships with your customers and excelerate performance and productivity with leaders and employees.

Why Leaders Need to Reinforce Company Culture and Values

Core values

Organizational culture is a living and breathing entity. In my years as a leadership consultant, it has become abundantly clear that organizations which view their corporate culture and values as a dynamic entity are more successful in harnessing who they are as an organization. To create your envisioned organizational culture, it is vital that leaders not only reinforce company culture and values, but also treat it as a dynamic entity and fill the company with leaders and people who reflect the desired company culture. All leaders Reflect Company Culture Let’s be honest — the CEO cannot be everywhere all the time. For this reason, CEOs and other C-level executives need to not only reflect company culture and reinforce its values, but also make sure that other organizational leaders do the same. Managers and supervisors who have a direct influence on their teams and employee engagement need to communicate and be… Read more »

Building Your Change Management Plan

House under construction

This is the fifth article in our leadership consulting series of articles that looks at creating transformative change in your organization. The full series will be available for download as a white paper once it is completed. In our last article, we discussed critical moments of truth that allow for transformation. Now let’s discuss how to lead change in your organization. How to Lead Change in Your Organization When consulting leaders in various companies over the years, a common piece of advice that I discuss with leaders is that leading change is a process. It starts with leaders having a personal change realization, understanding that change is necessary, creating a leadership team to assist with developing the implementation plan and managing adoption. Phases of Leading Change Once you identify the need for change, leaders need to develop a concrete plan that frames the importance of change through each phase. At… Read more »

How Weak Leadership Impacts Customer Loyalty

Bored Worker

Customer experience is foundational to the success of your organization. As a customer experience expert, and as a customer myself, I have seen my fair share of customer experiences ranging from exceptional to downright disturbing. Check out Sometimes Truth is Stranger than Fiction and Is Your Customer Focused Language Important? for more about interesting customer service experiences. One thing that is no surprise is that industry-leading organizations are often recognized for providing great service and creating memorable customer experiences. They put the time and resources into ensuring they have knowledgeable team members who are friendly and ready to help. Plus, they are skilled at providing great after-sale service to further the relationship customers have with their organization/brand. What is the key to their success in providing a great customer experience? Great leadership. Great leadership helps establish great customer service. Effective leadership inspires engaged teams, and engaged teams create memorable customer… Read more »

Moments of Truth: Critical Moments that Allow for Transformation

Moment of Truth Clock Answer Outcome Verdict Announced

This is the fourth article in our leadership consulting series of articles that looks atcreating transformative change in your organization. The full series will be available for download as a white paper once it is completed. In our last article, we discussed How to alter your approach as a leader to create change. Now let’s discuss some of the critical moments of change that allow for transformation. Critical Moments in the Change Process That Have a Major Impact on Adoption In my experience working as a business consultant and a leadership expert, understanding when you can affect change is one of the keys to making change stick and creating real, impactful change. There are critical moments in the change process that have a major impact on adoption, and you can make the biggest difference by understanding how and when to communicate change to your team members. Change is directly related… Read more »

6 Ways for Leaders to Create Organizational Change

be the change in wood type

Helping leaders navigate organizational change is one of my favourite activities as a leadership consultant. There is no doubt that forward thinking organizations understand that change will always be part of doing business, especially as new technologies and ways to do business emerge in an increasingly competitive marketplace. As I have discussed in previous posts such as How To Get Your Team To Buy Into Organizational Change and How Transformative Leaders Make Organizational Change Stick, leaders themselves need to be transformative in order to inspire higher performance that create customer-focused cultures and create long-term, profitable relationships with customers. However, the process of getting to this point is often a difficult one. 6 Ways to Create Transformative Organizational Change Here are 6 ways you can create organizational change that will stick for the long term and be the transformational leader that you envision yourself being; Create clarity by linking change to… Read more »