Category Archives: Leadership

People Pools Provide a Different Lens for Collaboration

People Pools Provide a Different Lens for Collaboration

GUEST POST from Stefan Lindegaard

Most organizations and networks talk about stakeholder management. That usually means mapping interests, aligning priorities, and balancing influence (and even power). Useful, yes – but limited.

With People Pools, I suggest a different lens. Instead of treating stakeholders as roles or entities to manage, we see them as groups of people with strengths, constraints, and motivations. And people show up with mindsets that shape how they collaborate.

So what do People Pools look like in practice?

  • Startups and SMEs bringing agility and fresh ideas
  • Corporates contributing scale and resources
  • Investors scanning for opportunities and deal flow
  • Universities and knowledge institutions adding talent and long-term perspective
  • Municipalities and government shaping growth, jobs, and reputation
  • Advisors, mentors, and hidden contributors (like nurses, data managers, or regulators) who often decide whether ideas succeed in practice

This matters for hubs, ecosystems, and networks. Innovation doesn’t flow because interests are mapped – it flows when diverse pools are activated, connected, and bridged.

Working with People Pools means:

  • Surfacing what each pool brings (and what holds them back).
  • Balancing WIIFM (what’s in it for me) with WIIFUS (what’s in it for us).
  • Empowering connectors who move between pools.
  • Building bridges and learning loops instead of silos.

Traditional stakeholder management is about alignment and control. People Pools are about activation and mindset.

That shift creates ecosystems where people don’t just sit in the same room – they actually learn, connect, and innovate together.

Image Credit: Stefan Lindegaard

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Five Keys to Building Trust on Teams

Five Keys to Building Trust on Teams

GUEST POST from David Burkus

One of the easiest ways to predict how successful or not a given team will be, is to first measure how much trust exists on the team as a whole. When members of the team trust each other, they’re more likely to succeed because they’re more likely to share information.

They’re more likely to share feedback.

They’re more likely to take risks.

They’re more likely to support each other.

They’re more likely to express crazy ideas that lead to the brilliant ideas they need.

They’re more likely to admit failures and get the help that they need.

And they’re more likely to grow together and reach new levels of performance.

But how do you build trust on a team? How do you get people to trust each other? And how do you get people to trust the team and you as a leader?

In this article, we’ll outline five ways to build trust on teams. Trust is not built overnight, but these five simple actions will start the process of trust-building on your team.

Build Real Bonds

The first way to build trust on teams is to build real bonds. Specifically, build bonds between teammates that form for reasons beyond shared work or collaborative roles. In other words, build friendships. Research suggests those who report having friends at work are more productive, more committed, and yes more trusting (and trustworthy). And while you can’t force two people on your team to be friends, you can create opportunities for your team to have socialization and non-work conversations that will lead to the discovery of mutual interests. These “uncommon commonalities” make people more likely to become friends—and make it more likely they develop mutual trust.

Encourage Candor

The second way to build trust on teams is to encourage candor. Encourage the team to speak freely and even to disagree. While that might seem counterintuitive, respectful dissent and collaborative disagreement are signs of trust on a team. It’s inevitable that members of your team will disagree, if no one is speaking up that’s a sign that there is not yet enough trust built up. As a leader, you can fix this by encouraging dissent and disagreement with you, and then modelling what respectful behavior and civil disagreement look like. This not only demonstrates to the team how to behave when they disagree, it also demonstrates that they can trust that their ideas are heard.

Spotlight Wins

The third way to build trust on teams is to spotlight wins. Whenever members of the team have small wins—work related or not—make sure you take the time to let the whole team know. This is good for the overall culture and camaraderie of the team, but it also tells the individual members that you care and that you notice what matters to them. In addition, it makes it more likely they’ll trust you and come to you with successes and failures—and come to the whole team with successes and failures—because they know that you care.

Accept Failures

The fourth way to build trust on teams is to accept failures—and in some ways this is the opposite side of spotlighting wins. Failures happen. No one wins all of the time and no team is able to deliver on time and under budget every time. Mistakes get made. And situations outside of the team’s control happen. But how leaders and teams respond to those failures is what determines future success, and future trust. Leaders who seek to find blame, and teammates who offer quick excuses, undermine trust, and prevent the team from improving. But leaders who seek to find learning opportunities inside of failure make the team more trusting and, in the long run, much more successful.

Model Vulnerability

The final way to build trust on teams is to model vulnerability. Sometimes, all it takes for a team to start trusting each other is for the team leader to stop pretending to be perfect. When leaders admit their mistakes and own up to their biases, they send a strong message to the rest of the team that they can be trusted. And often that vulnerability is met with vulnerability from others. It’s impossible to build trust on a team without creating the opportunity to be trusted—and that opportunity comes from vulnerability.

While these five methods are not an exhaustive list of the ways trust develops on teams, they all have something in common. Each of these methods is a leader-initiated action that kick starts a cycle of trust. Each method creates space for team members to act on trust and feel trusted. And we know from research that trust is not given, and trust is not earned, trust is reciprocated. It’s a virtuous cycle that starts with one person — usually the leader—demonstrating trust and modeling what trustworthiness looks like. Over time that trust compounds and creates an environment where everyone on the team can do their best work ever.

Image credit: Gemini

This article originally appeared on DavidBurkus.com

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Making Employees Feel Appreciated

Making Employees Feel Appreciated

GUEST POST from David Burkus

Appreciation is an underutilized part of organizational life.

It’s not that leaders think they don’t need to make employees feel appreciated. Most are in agreement that showing appreciation for great work is key to a positive organizational culture. And the research supports that belief. For example, Professors Adam Grant and Francesca Gino found that “a little thanks goes a long way” and experiencing even small moments of gratitude from managers significantly increases employee motivation. The same is true for teams. Researcher Perry Geue found that teams perform tasks better when their members believe that their colleagues respect and appreciate them.

But this research also points to why appreciation is underutilized.

Most organizations equate appreciation with rewards. They create bonus structures and gift-giving programs. But most research shows its expressions of gratitude that move the needle on feeling appreciated. And while saying something heartfelt while giving your team new coffee mugs might have some effect, it’s the day-to-day ways leaders express gratitude that really matter.

So, in this article, we’ll review four ways leaders can help make employees feel appreciated — we’ll cover the research and some practical ways to get started.

Touch Base Early And Often

The first way to help make employees feel appreciated is to touch base early and often. Especially in an era of hybrid and remote work, it can be easy to let a day or two (or more) go by without having a social conversation with your people. So, make a point to check-in often, and preferably early in the day. These check-ins don’t have to be formal, performance check-ins. They’re much more about making time to socialize and let them know you care.

Research from Jessica Methot suggests quick hellos and casual conversations mean more than you think. Small talk at work (or in Slack) is how people find the mutual interests or common background experiences that create bonds. These bonds lead to friendships and feelings of connection and appreciation on teams. So, make time for small talk and it’ll have a big effect on how appreciated your people feel.

Give Unscheduled Feedback

The second way to help make employees feel appreciated is to give unscheduled feedback. Many team leaders wait until formal performance reviews or regularly scheduled check-ins to give any feedback at all. But feedback that feels obligatory is not only less potent, it is less appreciated. Unscheduled feedback means taking the time after small wins or even just random moments to praise people for things they’re doing well. It also means finding time at the end of projects or when things go wrong to give constructive feedback as well.

When feedback is given more closely to the actions observed, it sends people the message that they’re so important the feedback can’t wait. And it’s not just about manager-employee feedback. Developing a culture on the team of unscheduled praise can go a long way toward helping employees feel appreciated. Research from Ron Friedman shows that high-performing teams reported receiving more frequent appreciation at work — from their manager and their colleagues.

Be Flexible And Trust

The third way to help make employees feel appreciated is to be flexible and trust your people. We know from decades of research into human behavior that having autonomy at work is a powerful motivator. But giving people autonomy also signals trust. Leaders who let their people determine how they’ll work, when they’ll work, and even where they’ll work send a clear and compelling signal that they trust their people. And research from Paul Zak shows that feeling trusted can improve not just motivation but outcome performance as well.

Of course, most important is that when we feel trusted, we feel appreciated by our leaders and our team. And Zak’s research suggests that those initial feelings set off a virtuous cycle: we respond to feelings of trust and appreciation with more trustworthy behavior, which triggers more appreciation, which triggers more positive behavior. And so on. And so on. So, get the cycle going by using any discussions about flexibility to also convey trust and appreciation.

Talk Growth

The final way to help make employees feel appreciated is to talk growth — their growth, not yours or the company’s. This means having regular conversations about people’s goals, career plans, and desires for their development. Professor Teresa Amabile has compiled the largest body of evidence to show that, of all the things that intrinsically motivate us, feeling that we’re making progress is one of the most powerful. But you can only help people show progress in their careers if you know about their career goals.

Unfortunately, a lot of leaders refrain from talking growth and career development outside of an annual review process. But plans change often, and the formalized process isn’t the most effective way to appear interested in someone’s desires — and hence not an effective way to signal to them that they’re appreciated. So, talk growth early and often, let people know you’re there to help them with their whole career and create opportunities that will help them grow.

Unlike gifts or awards, these four methods are not one-time offerings to people. They’re habits. Their effects may feel minimal at first, but they will grow in potency over time. Leaders who make their employees feel appreciated do so over the long-haul. Because the way to let employees know you care and that you support them, is to show them a track record of care and support. And overtime, that will prove how much they’re appreciated. And over even more time, that appreciation will help employees do their best work ever.

Image credit: Pexels

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Top 10 Innovation Articles of June 2026

Top 10 Human-Centered Change & Innovation Articles of June 2026Drum roll please…

To all of my American compadres — Happy 4th of July!

As we celebrated the 250th anniversary of American independence, it’s a great time to remember that freedom plays an important role in human flourishing and innovation success.

At the beginning of each month, we will profile the ten articles from the previous month that generated the most traffic to Human-Centered Change & Innovation. Did your favorite make the cut?

But enough delay, here are June’s ten most popular innovation posts:

  1. Illuminate to Innovate — by Janet Sernack
  2. Take an Evidence-Based Approach for Transformation and Change — by Greg Satell
  3. Innovation or Not – Midjourney Medical and the Illusion of Frictionless Health — by Braden Kelley
  4. CX Leadership Insights from Disney, Ritz-Carlton and MasterCard — by Shep Hyken
  5. The Future of Touchless Precision – Holographic Acoustic Manipulation — by Art Inteligencia
  6. Markets Don’t Build Themselves, You Must Engineer Them — Exclusive Interview with Bruce Cleveland
  7. Why VUCA is a Myth — by Greg Satell
  8. The Circular Harvest — How Systems Engineering and Design Thinking Are Rewriting the Future of Farming — by Braden Kelley
  9. The Anatomy of Agentic Trust – A Mechanistic Interpretability Framework for Change Leaders — by Art Inteligencia
  10. Crossing the Chasm of Fear – An AI Soft Landing scenario — by Braden Kelley

BONUS – Here are five more strong articles published in May that continue to resonate with people:

If you’re not familiar with Human-Centered Change & Innovation, we publish 4-7 new articles every week built around innovation and transformation insights from our roster of contributing authors and ad hoc submissions from community members. Get the articles right in your Facebook, Twitter or Linkedin feeds too!

Build a Common Language of Innovation on your team

Have something to contribute?

Human-Centered Change & Innovation is open to contributions from any and all innovation and transformation professionals out there (practitioners, professors, researchers, consultants, authors, etc.) who have valuable human-centered change and innovation insights to share with everyone for the greater good. If you’d like to contribute, please contact me.

P.S. Here are our Top 40 Innovation Bloggers lists from the last five years:

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Creating the Conditions for New Behaviors to Grow

Creating the Conditions for New Behaviors to Grow

GUEST POST from Mike Shipulski

When you see emergent behavior that could grow into a powerful new theme, it’s important to acknowledge the behavior quickly and most publicly. If you see it in person, praise the behavior in front of everyone. Explain why you like it, explain why it’s important, explain what it could become. And as soon as you can find a computer, send an email to their bosses and copy the right-doers. Tell their bosses why you like it, tell them why it’s important, tell them what it could become.

Emergent behavior is like the first shoots of a beautiful orchid that may come to be. To the untrained eye, these little green beauties can look like scraggly weeds pushing out of the dirt. To the tired, overworked leader these new behaviors can like divergence, goofing around and even misbehavior. Without studying the leaves, the fledgling orchid can be confused for crabgrass.

Without initiative there is no new behavior and without new behavior there can be no orchids. When good people solve a problem in a creative way and it goes unacknowledged, the stem of the emergent behavior is clipped. But when the creativity is watered and fertilized the seedling has a chance to grow into something more. The leaders’ time and attention provide the nutrients, the leaders’ praise provides the hydration and their proactive advocacy for more of the wonderful behavior provides the sunlight to fuel the photosynthesis.

When the company demands bushels of grain, it’s a challenge to keep an eye out for the early signs of what could be orchids in the making. But that’s what a leader must do. More often than not, this emergent behavior, this magical behavior, goes unacknowledged if not unnoticed. As leaders, this behavior is unskillful. As leaders, we’ve got to slow down and pay more attention.

When you see the magic in emergent behavior, when you see the revolution it could grow into, and when you look someone in the eye and say – “I’ve got to tell you, what you did was crazy good. What you did could turn things upside down. What you did was inspiring. Thank you.” – you get people’s attention. Not only to do you get the attention of the person you’re talking to, you get the attention of everyone within a ten-foot radius. And thirty minutes later, almost everyone knows about the emergent behavior and the warm sunshine it attracted.

And, magically, without a corporate initiative or top-down deployment, over the next weeks there will be patches of orchids sprouting under desks, behind filing cabinets, on the manufacturing floor, in the engineering labs and in the common areas.

As leaders we must make it easier for new behavior to happen. We must figure a way to slow down and pay attention so we can recognize the seeds of could-be greatness. And to be able to invest the emotional energy needed to protect the seedlings, we must be well-rested. And like we know to provide the right soil, the right fertilizer, the right watering schedule and the right sunlight, we must remember that special behavior we want to grow is a result of causes and conditions we create.

Image credits: 1 of 1,300+ FREE quotes for download at http://misterinnovation.com

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Your 3 Phase AI Journey

Your 3 Phase AI Journey

GUEST POST from Geoffrey A. Moore

As companies move from experimenting with GenAI to deploying for real ROI, executives should plan for three phases of development along the following lines:

Phase One: Optimize your operating model. This is the one everyone gets right away. Every business process is encumbered by ‘stupid stuff’ — low-value-adding tasks that are “how we do business around here.” These are all candidates from process re-engineering, but in the meantime, people have to work through them or around them to get anything done. RPA (Robotic Process Automation) can solve for the ones that are routine. GenAI expands the aperture to include those that demand creating situation-specific text, the sort of thing that would answer an FAQ, nudge a prospect to take a call, or check in on users that are at risk of churning out. Expediting this sort of work is a no-regrets move, entailing little risk while generating modest ROI.

Phase Two: Upgrade your infrastructure model. While you will likely start your Phase One journey leveraging out-of-the-box GenAI from Microsoft, Google, or Amazon, as you get deeper into it, you will want to add RAG (Retrieval-Augmented Generation) to the mix. Retrieval-Augmented Generation (RAG) is the process of optimizing the output of a large language model so it references an authoritative knowledge base outside of its training data sources before generating a response. Basically, it taps into confidential in-house knowledge stores, as well as any external sources that provide expertise specific to your business, to build a more effective prompt for the public GenAI to leverage. Coordinating the APIs, keeping the guard rails on the process, and capturing the reusable knowledge gained will all require additional investment in your in-house IT capabilities.

Phase Three: Revisit your business model. Sooner or later, AI is going to materially disrupt the way business is done in your industry, eliminating old sources of trapped value while creating new ones at the same time. Customers will still look to your company to help them achieve their business outcomes, but they will be paying for different things than they pay for today. Consultancies and legal firms, for example, can expect to re-engineer their billable hour model, financial services their transaction fee model, and search engines their sponsored-ad model. The larger your enterprise, the more disruptive this is likely to be, so this would be a good time to test out new models in your Incubation Zone.

That’s what I think. What do you think?

Image Credit: Geoffrey Moore

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Use Failure as Rocket Fuel for Success Like SpaceX

Use Failure as Rocket Fuel for Success Like SpaceX

GUEST POST from Robert B. Tucker

SUMMARY: SpaceX’s early success, despite three rocket failures, exemplifies how embracing setbacks as learning opportunities drives innovation. Elon Musk fostered a culture of rapid “test, learn, redesign,” where organizational risks, not individual blame, fueled progress. This approach, contrasting with the common fear of mistakes, allowed SpaceX to overcome near collapse and achieve orbit. The article argues that true failure isn’t making errors, but failing to learn from them. Leaders must create environments encouraging prudent risk-taking, where post-mortems focus on lessons, not culprits. Adopting “fail fast and fail cheap” through small experiments helps organizations learn quickly, transforming setbacks into wisdom and better decisions for ultimate success.

Before SpaceX became one of the most valuable companies in the world, it suffered three consecutive rocket failures. By 2008, Elon Musk had invested nearly everything he had. The fourth launch wasn’t merely important — it was a matter of survival.

After Falcon 1 failed three consecutive times between 2006 and 2008, Musk did not conduct a witch hunt. Heads did not roll. Instead, he assembled his engineers, dissected the technical causes, and focused relentlessly on fixing problems and building morale before the next launch. The emphasis was always on emphasizing rapid learning and pushing ahead.

The successful fourth Falcon 1 launch took place on September 28, 2008. On that flight, Falcon 1 became the first privately developed liquid-fueled rocket to reach Earth’s orbit, a milestone many experts had considered nearly impossible for a startup company.

Had Falcon 1 failed a fourth time there might be no SpaceX today. Instead, that launch succeeded, NASA came calling, and a company that was weeks from collapse began its ascent toward bending history.

The lesson for leaders is profound: if you want people to innovate, you must create an environment where failure is an option, and where prudent risk-taking and rapid learning pervade your culture. SpaceX routinely tested rockets knowing they might explode because Musk believed real-world learning happened faster than endless analysis.

Early on, the fledgling start-up adopted a rapid “test, learn, redesign” cycle rather than trying to eliminate every possible risk before launch. Each unsuccessful launch produced engineering insights that were incorporated into the next design. In that sense, the first three launches were not really failures at all. They were expensive tuition payments on the road to success.

Take Away the Safety Net

Another of Elon Musk’s most important innovations wasn’t technological at all. It was organizational. In an industry long dominated by cost-plus contracts, where the federal government pays defense contractors for effort and expenses, plus a guaranteed margin of profit, regardless of results. Instead, Musk embraced milestone-based agreements with the government that essentially said, “Only pay us when we succeed.”

Taking away the safety net created enormous pressure on SpaceX. But it also unleashed extraordinary creativity and drive. Engineers were encouraged to think boldly, challenge “that’s the way we’ve always done it” thinking, and test ideas rapidly. The risks were borne by the organization, not by individual engineers. As a result, failure became rocket fuel rather than stigma.

One of the defining challenges facing young people today is an exaggerated fear of failure. Research shows that today’s students are significantly more anxious about making mistakes than previous generations. Many have come to believe that one wrong decision can derail a career, a reputation, or a future.

In today’s organizations, failure has become a taboo topic. We fear it. We hide it. We spend enormous amounts of energy trying to avoid it. Employees learn quickly which mistakes are acceptable and which ones can damage careers. As a result, people become cautious. They play defense instead of offense. They stop experimenting and growing in their careers. Obsolescence sets in.

Yet history tells us a different story. Almost every meaningful achievement — whether in business, innovation, politics, science, or personal growth — has been preceded by setbacks, disappointments, and outright failures.

Thomas Edison famously tested thousands of materials before finding a workable filament for his electric light bulb. When asked about his failures, he replied that he hadn’t failed at all. He had simply discovered thousands of ways that didn’t work.

Abraham Lincoln’s early career reads like a catalog of disappointments. He lost elections, suffered business failures, endured personal tragedies, and faced repeated public setbacks. Yet those experiences shaped the resilience and wisdom that ultimately carried him to the presidency during one of the most difficult periods in American history.

The lesson is not that failure is desirable. The lesson is that failure is often the price of admission for meaningful success.

The first step toward building a healthier attitude toward failure is being able to talk about them. I was fired from a dead-end corporate job early in my career and for years I hid my shame. Nowadays I realize I wasn’t fired but fired up! I realized that if I was ever going to become a self-supporting independent journalist, that I should seize that moment and dive in. I went on to become an expert in innovation, and a lucrative career that has taken me all over the world.

What I’ve found in teaching managers how to drive growth through innovation is that when mistakes are hidden, their value is lost. Others cannot learn from them. Valuable insights remain trapped inside individuals or departments. The organization pays the cost of the mistake but receives none of the educational benefit.

What I teach is that when there is a “failure,” that’s a good time to conduct a post-mortem after unsuccessful projects. Ask simple questions: What happened and why? What assumptions proved wrong? What can we learn? Most importantly, objective in-depth debriefs remove blame from the discussion. The goal is not to identify a culprit. The goal is to uncover lessons.

Organizations that openly discuss failures build institutional wisdom. Organizations that conceal failures repeat them.

True failure, therefore, is not making a mistake. True failure occurs when we fail to learn from mistakes — either our own or those of others.

Every industry is littered with examples of organizations that ignored warning signs that should have been visible to management. Kodak invented much of the technology behind digital photography yet failed to act on what it had learned. Blockbuster dismissed the significance of streaming. Nokia allowed a top down, risk adverse culture to congeal such that, when the iPhone hit the market, they were unable to pivot fast enough. Countless companies have repeated mistakes that competitors had already paid dearly to discover.

The most successful professionals cultivate the opposite habit. They become students of failure. They study what went wrong, why it went wrong, and how similar mistakes can be avoided in the future.

The risks associated with failure must be borne by the organization, not by individuals within the organization. When employees feel that every unsuccessful initiative could become a career-limiting event, innovation dies. Fear becomes the dominant operating system.

Leaders must create environments where people know that responsible experimentation is encouraged and protected. That does not mean tolerating carelessness or repeated mistakes. Accountability still matters. Preparation still matters. Execution still matters.

But when a well-conceived initiative fails despite thoughtful planning and diligent effort, the organization should absorb the risk and harvest the lessons.

People should not have to choose between innovation and job security.

This brings us to one of the most useful principles in modern business: fail fast and fail cheap.

Rather than investing years and millions of dollars pursuing untested assumptions, successful organizations run small experiments. They test ideas early. They gather feedback quickly. They adjust before costs escalate.

A small failure today can prevent a catastrophic failure tomorrow.

Think of it as buying information. Every experiment produces data. Some experiments confirm assumptions. Others disprove them. Both outcomes are valuable because they reduce uncertainty and improve future decisions.

The organizations that learn the fastest often outperform those with the greatest resources.

Ultimately, success is not achieved by avoiding failure. Success is achieved by creating systems that transform failure into learning, learning into wisdom, and wisdom into better decisions.

Edison understood this. Lincoln understood this. Musk understood this. Every accomplished entrepreneur, inventor, executive, and leader eventually learns the same lesson. Failure itself is rarely fatal. Refusing to learn from it often is.

The organizations that thrive in the future will not be those that make the fewest mistakes. They will be the ones that learn the fastest, adapt the quickest, and create cultures where intelligent risk-taking is not feared but encouraged.

After all, the opposite of failure is not success. The opposite of failure is learning.

This article originally appeared in Forbes

Image credit: Wikimedia Commons

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4 Simple Rules That Make You Exponentially More Effective and Productive

4 Simple Rules That Make You Exponentially More Effective and Productive

GUEST POST from Greg Satell

Shortly after I first arrived at college, my wrestling coach told my teammates and me that we would all be attending a freshman technique camp. It turned out to be something quite different than what I had expected. He didn’t teach us any advanced or esoteric method, but instead demonstrated the basics.

It was incredibly humbling. The fact that we were there in the first place, competing for a Division 1 program, meant that we had all demonstrated outstanding accomplishment. And now we were supposed to revisit the stuff we learned in peewee programs? It seemed insulting at first, but turned out to be one of the best lessons I’ve ever learned.

The truth is that in any endeavor, you are only as good as your fundamentals. While it’s easy to get enamored with grand strategies and fancy tactics, whether you succeed or fail is far more likely to depend on doing simple, basic things consistently well. In much the same way, I’ve found that simple rules can, if applied sensibly, help make you incredibly effective.

1. Play, “Hey Jude”

Paul McCartney wrote hundreds of songs in his career. Many were hits, but others were more obscure. One that was sure to please crowds was the classic “Hey Jude.” He first wrote the song in 1968, to comfort five-year old Julian Lennon during his parent’s divorce and I’m sure that over the years the former Beatle got tired of singing it. But he continued to perform it because he knew that’s what his fans wanted.

Clients often ask me whether I can create a new keynote or a workshop for them. Michael Port, a top coach in the speaking industry, explains why that is almost always a bad idea. Would you like a doctor to perform the same surgery on you that she has successfully done hundreds of times before, or try something different this time?

One of the things that has amazed me over the years, in myself and in others, is our urge to do something different for difference’s sake. Doing the same old thing time and time again gets boring, which is why as successful high school wrestlers we wanted to learn fancier techniques and didn’t focus on our fundamentals as we should have.

We need to learn to play our own personal “Hey Jude’s.” It may seem old and tired, but it’s what we’re good at and, if it does the job we need it to, we should keep at it. That doesn’t mean we don’t continue to experiment and learn new things. But we have to remember to always play the hits.

2. Talent Is Overrated

One of the most common questions I get asked by senior managers is “How can we find more innovative people?” I know the type they have in mind. Someone energetic and dynamic, full of ideas and able to present them powerfully. It seems like everybody these days is looking for an early version of Steve Jobs.

Yet the truth is that today’s high value work is not done by individuals, but teams. It wasn’t always this way. The journal Nature noted that until the 1920’s most scientific papers only had a single author, but by the 1950s that co-authorship became the norm and now the average paper has four times as many authors as it did back then.

To solve the kind of complex problems that it takes to drive genuine transformation, you don’t need the best people, you need the best teams. That’s why traditional job descriptions lead us astray. They tend to focus on task-driven skills rather than collaboration and human skills. We need to change how we evaluate, recruit, manage and train talent.

Talent isn’t something you hire or win in a war, it’s something you empower. It depends less on the innate skills of individuals than how people are supported and led. As workplace expert David Burkus puts it, “talent doesn’t make the team. The team makes the talent.” Skills and teamwork are developed over time.

So if you’re disappointed with the level and talent in your organization, the questions you need to ask are: “How can I better empower people to do their best work?” “What do I reward and what do I punish?” “Am I asking people to do what I want or inspiring them to want what I want?”

3. Find A “Hair on Fire” Use Case

Good operational managers learn to identify large addressable markets. Bigger markets help you scale your business, drive revenues and allow you to invest back into operations to create more efficiency. Greater efficiencies lead to fatter profit margins, which allow you to invest even more on improvements, creating a virtuous cycle.

Yet when you are doing something new and different, trying to scale too fast can kill your business even before it’s really gotten started. A truly revolutionary product is unpredictable because, by its very nature, it’s not well understood. Charging boldly into the unknown is a sure way to run into unanticipated problems that are expensive to fix at scale.

A better strategy is to identify a hair on fire use case — someone who needs a problem fixed so badly that they are willing to overlook the inevitable glitches. They will help you identify shortcomings early and correct them. Once you get things ironed out, you can begin to scale for more ordinary use cases.

For example, developing a self-driving car is a risky proposition with a dizzying amount of variables you can’t account for. However, a remote mine in Western Australia, where drivers are scarce and traffic nonexistent, is an ideal place to test and improve the technology. In a similar vein, Google Glass failed utterly as a mass product, but is getting a second life as an industrial tool. Sometimes it’s better to build for the few than the many.

4. Anticipate Failure

Starting a new venture or initiative is always exciting. Pregnant with possibility and hope, the sky seems like the limit and the last thing you want to think about is things going wrong. Yet neglecting to anticipate failure is one sure way to decrease your chances of success.

That’s why when we first start working with a team on an organizational transformation, we ask them to imagine someone possessed by an evil demon. How would such a person try to derail the initiative? What dirty tricks might they pull? What would they lie about? We ask this not because we think that there’s actually people possessed by evil demons, but because it helps executives imagine things that could go wrong

There is, in fact, no shortage of tools that can help to uncover flaws in your plans. Pre-mortems force you to imagine specific ways a project could fail. Red Teams set up a parallel group specifically to look for flaws. Howard Tiersky, CEO of the digital transformation agency From Digital and author of the Wall Street Journal bestseller Winning Digital Customers, often uses de Bono’s Six Thinking Hats to help the team take different perspectives.

When we deconstruct failed initiatives, the problem is rarely one of ambition, energy, hard work or even acumen, but rather a lack of imagination. You can evaluate and analyze all you want, but chances are what kills your venture or initiative will be something that you didn’t see coming and didn’t account for.

For any significant endeavor, learning to anticipate failure is a key success skill. Or, as Andy Grove put it: “Success breeds complacency. Complacency breeds failure. Only the paranoid survive.”

— Article courtesy of the Digital Tonto blog
— Image credit: Pexels

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Avoiding the Coming Cliff

Avoiding the Coming Cliff

GUEST POST from Mike Shipulski

Much like living organisms continually evolve to secure their place in the future, technological systems can be thought to display similar evolutionary behavior. Viruses mutate so some of them can defeat the countermeasures of their host and live to fight another day. Technological systems, as an expression of a company’s desire to survive, evolve to defeat the competition and live to pay another dividend.

There are natural limits to evolutionary success in any single direction. When one trait is improved it pushes on the natural limits imposed by the environment. For example, a bacterium let loose in a friendly Petri dish will replicate until it eats all the food in the dish. Or, on a longer timescale, if the mass of a bird increases over generations when its food source is plentiful, the bird will get larger but will also get less agile. The predators who couldn’t catch the fast, little bird of old can easily catch and eat the sluggish heavyweight. In that way, there’s an edge condition created by the environmental Petri dishes and predators. And it’s the same with technological systems.

Companies and their technological systems evolve within their competitive environment by scanning the fitness landscape and deciding where to try to improve. The idea is to see preferential lines of improvement and create new technologies to take advantage of them. Like their smaller biological counterparts, companies are minimum energy creatures and want to maximize reward (profit) with minimum effort (expense) and will continue to leverage successful lines of evolution until it senses diminishing returns.

The diminishing returns are a warning sign that the company is approaching an edge condition (a Petri dish of a finite size). In landscape lingo, there’s a cliff on the horizon. In technology lingo, the rate of improvement of the technology is slowing. In either language, the edge is near and it’s time to evolve in a new direction because this current one is out of gas.

Like the bird whose mass increases over the generations when food is readily available, companies also get fat and slow when they successfully evolve in a single direction for too long. And like the bird, they get eaten by a more agile competitor/predator. And just as the replication rate of the bacterium accelerates as the food in the Petri dish approaches zero, a company that doesn’t react to a slowing rate of technological improvement is sure to outlive its business model.

Biology and technology are similar in that they try new things (create variants of themselves) in order to live another day. But there’s a big difference – where biology is blind (it doesn’t know what will work and what won’t), technology is sighted (people that create use their understanding to choose the variants they think will work best). And another difference is that biological evolution can build only on viable variants where technology can use mental models as scaffolds to skip non-viable embodiments to cross a chasm.

There’s no need to fall off the cliff. As a leading indicator, monitor the rate of improvement of your technology. If its rate of improvement is still accelerating, it’s time to develop the next line of evolution. If its rate is declining, you waited too long. It’s time to double down on two new lines of evolution because you’re behind the curve. And remember, like with the population of bacteria in the Petri dish, sales will keep growing right up until the business model runs out of food or a competitor eats you.

Image credits: Pixabay

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CX Leadership Insights from Disney, Ritz-Carlton and MasterCard

CX Leadership Insights from Disney, Ritz-Carlton and MasterCard

GUEST POST from Shep Hyken

If you look up the definition of customer experience in the dictionary, you might find a picture of Lance Gruner, whose leadership, customer service and CX training come from his stints at some of the most recognizable brands on the planet, including Disney, The Ritz-Carlton and MasterCard, where he served as executive vice president of global customer care in his most recent role.

After retiring from MasterCard earlier this year, Gruner decided to share the lessons he learned from a lifetime of leadership and customer experience in his new book, Ten Things They Hate About You: A CX Playbook for Leaders. If keeping customers is important to you — and you know it is — then this is the next book you want to read.

I interviewed Gruner on an episode of Amazing Business Radio, and we talked about some of the most valuable lessons he learned from working for those iconic brands.

1. Walk the Property

Gruner says, “Today, a lot of leaders make decisions from the boardroom, but they rarely experience their customers’ friction points firsthand.” He learned the importance of “walking the property” from his days at the Ritz-Carlton, where he would walk through the hotel daily and notice what guests were seeing, smelling and experiencing. This “walk the property” ritual applies to any type of business. It simply means stepping outside of the office to buy and use the products you sell, just as a customer would. Or calling the company to ask a question during busy times. Observe the experience from the customer’s point of view. To make good decisions, you must experience what customers experience.

2. Pick Up the Trash

Employees pay attention to their leaders, and they notice everything. One of the most powerful leadership principles Gruner shared was how leaders teach everyone else how to act at work. We talked about his days at Disney and how Walt Disney used to walk the property. All cast members (Disney’s term for employees) paid close attention to Mr. Disney. They noticed whether he walked by a piece of trash or stooped down to pick it up and throw it away. Gruner says, “If a leader walks past a piece of paper on the ground and doesn’t pick it up, you condone that activity.” In other words, as a leader, you are giving permission for your employees to do the same. Picking up trash is a metaphor. Make sure the behaviors you model are the ones you want your team to repeat.

3. Pay Attention to Details

Small details make a big difference. It’s often the little things customers remember. Gruner insists that companies pay attention to every touchpoint, no matter how minor, to find opportunities to enhance the experience and earn a customer’s trust. Details aren’t just details. They can be the difference between losing a customer or creating a fan for life.

4. Automate Where You Can

One of my favorite questions to ask high-level execs in the CX world is whether or not AI will take away jobs. Every one of them has said, “No,” and Gruner agrees, saying, “AI is going to automate the simple things that you currently have your team doing, freeing up time for them to really take care of customers.” By removing the simple, mundane tasks, employees have more time to focus on complex issues and do what AI can’t do, which is old-fashioned human-to-human relationship building.

5. The Top Reason a Customer Hates You

Hate is a strong word. Using that word implies customers do not want to do business with you. To wrap up our interview, I asked for one lesson from his book, Ten Things They Hate About You, that we must know. His answer was quick, simple and something we already know (and have probably experienced). It’s having to deal with untrained and unempowered employees. When companies look to cut costs, one of the first areas they cut is training. Yes, taking people away from their normal productive responsibilities to train them is expensive, but what happens when you don’t? What happens when a customer interacts with an employee who hasn’t been properly trained or doesn’t have the knowledge to help the customer resolve their problem? We know what happens … the customer disappears.

Final Words

Customer experience isn’t built in a boardroom. It’s built where your customers live, buy and interact with your brand. Gruner’s insights remind us that the best leaders stay close to the front line, empower their people and never stop paying attention to the little things. That’s how you turn ordinary moments into extraordinary ones, and keep your customers saying, “I’ll be back!”

This article was originally published on Forbes.com.

Image Credit: Shep Hyken

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