Ah, the club. After 18 perfect holes of golf (after all, we’re not counting the three you shanked into the water on the fifth hole…you were still warming up), there’s […]
Culture
Summer Reading! The Intention Economy
This blog has no mandatory terms of service, installs no beacons or cookies (that I know about), and vends no third party ads (I hope—let me know if you see […]
Leadership in Action: The KCS Commitment
We wrapped up a KCS design workshop at Carestream Health yesterday. We closed with an exercise I love: the participants spent the last hour presenting what they’d learned, done, and […]
KCS is a Whiteboard
At a recent Consortium for Service Innovation team meeting, Adam Strong of Red Hat said something that really resonated with me: “KCS is a whiteboard.” I knew at once what […]
Communicating the What and the Why: Intuit Does it Right
Effective, persistent communication is the cornerstone of KCS. Team members need to be engaged emotionally—to feel like they’re part of a big, important quest—and practically—knowing exactly what they […]
Do We Really Have To Do This Globally?
“Oh, sure, I mean, we’ll roll it out globally eventually, but is it really worth it to fly people in from all around the world for a design workshop? Can’t […]
The Power of Feedback
Last time in this space, we discussed the power of appreciation. Let’s explore another primal human need—the need to answer the question, “how am I doing?” It starts early. Watch […]
The Power of Appreciation
Really, it seems too good to be true. If you heard about this in an email, you’d mark it as spam immediately. “You’ll feel better, make the people around you […]
