Customer Advocacy in Government

Photo courtesy of Foto Du Jour.

It’s difficult for most bureaucratic structures in government to think of serving constituents as customers, much less giving customer advocacy serious consideration. Customer advocacy is the effort to build support and momentum for the products and services you provide them. This should be important to government. If for only selfish reasons, it should be critical … Read more

Freedom In A Framework

All sorts of possibilities for creating excellence exist once a framework has been outlined.

In our previous post, we spoke about declaring your manifesto as a way to soft wiring the organization for moving to the next level. Returning to Tim Cook’s manifesto, you see that some very key core values are woven in his statement. The power of innovation, being collaborative, demanding excellence and even recognizing/learning from one’s … Read more

Declare Your Manifesto

An Apple Store in Orlando, Florida. Photo by J. Jeff Kober.

In our previous post, we talked about the advantage of Soft Wiring. We want to share with you some important ways to make that happen. We’ll begin with Declaring Your Manifesto. At Ritz-Carlton, it’s “Ladies and Gentlemen Serving Ladies and Gentlemen.” At Disney, it’s “We Create Happiness.” What do those two things have in common? They … Read more