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.

Let’s Talk Leadership: John O’Donnell, CEO Allstate Insurance – PART 3


Strong leaders understand the importance of having a clear vision for their organization. As a leader, one of your key roles is to shape organizational culture and create a high-performance environment, and this starts with a clear mission and vision. In this interview, John O’Donnell, CEO of Allstate Insurance, discusses the importance of having a clear mission and vision for your organization. You need to know where you are going before your start your journey. Without the end in sight, you will have a difficult time keeping focused and staying on track to meet your organizational objectives. Upon joining Allstate in Canada, John made it a priority to review and refresh the organization’s mission and vision statements.  John explains: “In our mission statement, we talk about providing strength, experience, and care to our customers.  That’s one of the things that I believe resonates within the organization and builds a … … Read more »

Why Passion And Emotion Are Key Drivers of Sustainable Change


This is the fourth in a series of articles that discuss the 3P Change Equation (Purpose, Passion, Process) approach to change in any organization – the foundation of my Fired Up & Focused keynote and workshops. If you can’t wait to read the full series, contact me today to get a free copy of my white paper Fired Up & Focused: Stimulating Passion, Productivity and Performance with your People. People are emotional beings. While many of us believe we make decisions based on logic, our emotions have a significant influence on our decision making process. Creating an emotional connection with your team is vital to getting them to buy into organizational change. Once leaders establish a clear purpose for change (Part 1 of the 3P Change Equation to Stimulate Sustainable Change) they can then focus on demonstrating a passion for change. Leaders need to back up the need for change… Read more »

Leadership Skills: 5 Expectations Your Team Has For You As A Leader

Leadership Skills

Leaders help to create powerful, cohesive teams that enable organizations to achieve their targets. Part of being a great leader is understanding what the members of your team expect from you. You can use that knowledge to become a better leader and make them an even stronger team that can achieve anything.

7 Tips To Deal With Unhappy Customers

Closeup portrait of angry young woman puffing cheeks isolated on grey wall background. Negative human emotions face expressions feelings perception

No one likes to receive a complaint — but complaints are worth their weight in gold if an organization learns from them and then uses the information to improve the customer experience. Customer complaints can be used to build a better customer experience and turn a dissatisfied customer into a raving fan.

VIDEO: On Brand vs. Off Brand Customer Experience

Customer Satisfaction

This video is a segment from a longer video created for a client who wanted to on-board their new employees with a consistent message about the culture and expectation of the organization. Bill talks about the difference between an ON-Brand customer experience that magnifies the brand promise versus an OFF-Brand experience that offers no differentiation. Click to watch this video on YouTube Bill provides world class executive consulting, dynamic keynote presentations, transformative workshops and high stakes facilitation. Bill is a Professional member of the Canadian Association of Professional Speakers (CAPS) and the Global Speakers Federation (GSF). Click here to find out how Bill can get your team Fired Up & Focused and help you push beyond the norm and achieve desired outcomes. For more information about having Bill speak about this topic at your next event, visit Kickass Keynotes