The After Action Review (AAR) is a type of debrief meeting developed by the United States Army to help its soldiers capture the lessons, both positive and negative from each mission.
I’ve read countless books and articles, and listened to numerous public speakers talking about the importance of providing outstanding customer service in order to “delight” customers. They talk about “moments of wow” and “fanatical support” and typically share stories about an employee from a company like Zappos or Nordstrum who did something completely unexpected and extraordinary for a customer.
Think about your ideal target customer for a moment, the one who’s right in the center of your marketing bull's-eye. What's most important for those customers?
I have read a great number of personal development books over the years that espouse the power of belief and positive thinking. Some of the better known books that have achieved best seller status over the last 100 years include: Think and Grow Rich, The Power of Positive Thinking, You Can Heal Your Life, The Secret, and I’m sure you can add a great many more of your own.
Where I live in San Francisco, the tech firms are gradually taking over inner city buildings and warehouses. When you look inside, you’ll see that they tend to favor open plan offices, where everyone is seated at tables in one big open space. I often wonder whether the decision to configure their work environments in this manner is based on a rational analysis of the pros and cons of the impact on their workforce, or whether they are blindly following the current trend like everyone else?
The OODA loop (Observe, Orient, Decide, Act) was a concept originally applied to fighter pilots, developed by Colonel John Boyd of the US Air Force. OODA has since become an important concept in both military strategy and business strategy.
Most people have had their share of “bad bosses.” According to research by Gallup, it’s a leading factor as to why so many people are actively disengaged at work. In fact almost 70% in the USA alone are disengaged because they have a bad manager.
A 2013 study found that the average business leader is connected to their work 72 hours a week. There are only 168 hours in a week, so if the leader is spending 72 of them working and let’s say eight hours a day (56 hours a week) on sleeping, eating and bathing, that only leaves 40 hours a week to do everything else they need or want to do. The new book, Overworked and Overwhelmed: The Mindfulness Alternative by Scott Eblin deals with our “do more with less” culture and the 24/7 smartphone addicted environment that leaves many people teetering on the brink of a caffeine-addicted, sleep-deprived, stressed-out existence. I was interested to read about an ongoing a study at Google that is looking to determine the factors that make employees feel energized or deenergized. One of the big findings is that their workers fall into 2 groups:
31% are segmenters who work when they’re at work and ignore it when they’re away from work.
"You can have the greatest product in the world, the most superb service, but, if no one knows about it, you will have a warehouse full of excellent products, and you will be sitting around your office, waiting for the phone to ring.
Since implementing the RESULTS.com software, communication between staff members regarding reaching targets and goals has improved ten-fold. (There is also healthy competition with the new “gamificiation” feature!)
Tania Young – Director – BRAVEday
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