Category: Culture

  • Change Management and KCS

    Change Management and KCS

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    We’ve seen that effective change management is essential for rolling out KCS.  It makes sense. KCS asks leaders to measure and communicate differently.  KCS changes the mechanics of how knowledge workers do their jobs and how they think about the job.  Often, this happens as we replace tools or reconfigure them.  That’s a lot of…

  • Practical Trust for the Whole Enterprise

    Practical Trust for the Whole Enterprise

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    Service, Success, and Support organizations that have implemented KCS® and Intelligent Swarming have learned something valuable to every department: the power of trust.  We’ve created a short white paper, Practical Trust, to help you share what you’ve learned with the rest of your enterprise. Trust is one of the four KCS principles.  Without trust, review…

  • Taking A More Positive Approach to KCS

    Taking A More Positive Approach to KCS

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    Should we approach KCS in a more positive way?  For me, personally, the answer is yes. Service and support people thrive on finding problems and fixing them.  That’s how we’re wired.  We often approach KCS the same way—as a series of problems to be solved: Sure enough, these are real problems, and KCS has tools…

  • Keeping Communications Simple and Fun: ANCILE Does It Right

    Keeping Communications Simple and Fun: ANCILE Does It Right

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    I always love it when our clients share some of the great ways they communicate with their teams about KCS, and I love it even more when they give me permission to share with you. (HT: CM). A good use of video is to plant seeds with the team, to let them know that KCS…

  • Transparency: A Personal Reflection

    Transparency: A Personal Reflection

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    …last weekend I had an experience that helped me understand how transparency improves the customer experience and loyalty.

  • KCS: Prove Real Value, Real Quick

    KCS: Prove Real Value, Real Quick

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    The Leap of Faith Many organizations struggle with the ability to implement quickly and successfully, and to deliver benefit. We helped one customer demonstrate KCS success quickly, proving value and supporting their ongoing commitment to KCS. Like many support organizations today, our customer is under pressure to do more with the resources they have. This…

  • Creating Customer Empathy in Executives

    Creating Customer Empathy in Executives

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    An executive at a software company was talking with me recently about the challenge of creating a customer-centric culture.  His company, like many, was built on a foundation of technical excellence.  Its leaders climbed the ladder based on their programming prowess and reputation.  Of course, they wanted to do the right thing by their customers—but the…

  • Technology Should Enable, Not Enforce

    Technology Should Enable, Not Enforce

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    We spend a lot of time—an inordinate amount of time—talking with people about how to lock down permissions inside of knowledge management tools.  How to make sure Contributors can’t publish.  How to make sure Candidates can’t edit or approve.  How to make sure Readers can’t write.  It goes on and on. Why?  Why this fixation…

  • The Disconnect (Video)

    The Disconnect (Video)

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    Happy 2014!  It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers.  Instead of blogging, we’ve been working on a video, The Disconnect, which we’re premiering at the bottom of this post. I hope the video speaks for itself (and…