Why Customers Don’t Trust Five-Star Reviews

Why Customers Don't Trust Five-Star Reviews

GUEST POST from Shep Hyken

How important are online ratings and reviews? Our annual customer experience research found that 85% of U.S. customers say ratings and reviews help them decide if they want to make a purchase. That’s almost nine out of 10 customers!

However, that same number of customers (85%) also believe that some ratings and reviews are fake. While not all ratings and reviews are fake, the number of dishonest reviews has become a problem. RetailWire’s recent article about how Amazon is fighting back against fake reviews with strict policies and technology is an important place to learn how top online brands deal with the problem. The article also cites research from Fakespot estimating that 42% of Amazon reviews are fake.

It’s important to note that the fake reviews are not Amazon’s attempt to persuade consumers. On the contrary, the company is waging a war against fake reviews with stricter policies and proactive detection.

I recently made a purchase from a retailer selling through the Amazon Marketplace, which allows third-party sellers to list and sell products on Amazon. About two weeks after the purchase, I received a postcard asking me to leave a five-star review. A request to leave an honest review is acceptable, but that’s not what happened. This “third-party” seller offered a bribe for the positive review in the form of a $20 Amazon gift card or a payment directly to my PayPal account. All I had to do was send a screenshot or link to the review.

Fake reviews come in several different forms:

  1. Friends, company employees or others—not customers—are asked to leave reviews.
  2. Customers are bribed, like I was, to leave a positive review.
  3. Companies take down negative reviews and only leave the good ones.

And, not all fake reviews are positive. Negative reviews left by competitors—not customers—that lie about a company’s products or customer service to make them look bad can impact the reputation of a company or brand.

But having 100% five-star ratings and/or reviews isn’t good either. Our annual research found that 76% of customers are skeptical about the authenticity of reviews if they are all positive, and 30% of customers say they won’t purchase from a company that doesn’t have any negative reviews.

So, what’s a company to do?

  1. Make It Easy for Customers to Leave Reviews: If you want reviews, it’s okay to ask for them. Send an email with a link to leave the review.
  2. Respond to Negative Reviews: If most reviews are good, having a bad one isn’t going to hurt, especially if the company responds to it. A good response from a company can actually improve customer trust. Use negative reviews as opportunities to demonstrate good customer service.
  3. Respond to Positive Reviews: We coach our clients to respond to all reviews, not just negative ones. Depending on how many you get, this can seem like a daunting task. But if someone takes the time to leave a lengthy message of positive feedback, give them the respect of a simple response.
  4. Identify Verified Customers: If you look at Amazon reviews, you’ll see the notation of “Verified Purchase” next to the review. This is credibility.
  5. Don’t Game the System: Offering bribes and incentives for positive reviews crosses an ethical line. And, taking down negative reviews is, in effect, lying to your customers.

Almost every industry, not just B2C, has the opportunity for customers to leave reviews. Depending on the company (and industry), the review sites may not be public like a retailer’s website or a review platform like Google Reviews. Many industries in the B2B world have forums where customers can share experiences about companies and suppliers they do business with. With a shift in the importance of reviews, the company that practices the five tactics mentioned above will build trust. It’s not realistic to have 100% perfect reviews. As the research shows, customers don’t trust the “perfect” company. But they do trust and appreciate the authentic company. The best way to get excellent reviews isn’t to buy them or game the system. It’s to earn them!

Image Credit: Pixabay

This article was originally published on Forbes.com

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Should My Brand Take a Political Stand?

Should My Brand Take a Political Stand?

GUEST POST from Pete Foley

Many of you may have noticed that we are in a period of unparalleled social and political polarization in the US. For better or for worse, the public is probably more engaged and more passionate about politics and related social issues than it’s ever been.

So how should we, and the organizations we are a part of respond to this?  When we feel passionate about something, there is always motivation to take action. And for many of us, the place where we have the most influence, resources and leverage is via work.    

Does Politics Belong at Work? So should we blur the boundary between our personal beliefs and our work? Should our marketing and communication reflect the social or political passions of ourselves, and our colleagues? It’s a question I’ve been asked a lot over the last few years, and even more over the last few months. And not surprisingly, it’s often fueled by a working group who share passionate common values. 

Job Satisfaction: Acting on these shared passions certainly has potential to benefits job satisfaction, team building and even perception of work life balance. Despite this, I nearly always advise to avoid politicizing a brand, and to even be very cautious about social engagement. That’s often an unpopular opinion, especially if team members care deeply about a cause.  But aligning a brand with politics opens a door that is extremely difficult to close.  

Bud-Light: The news story below is a good example. Anheuser-Busch is currently facing negative social media for pulling it’s support for a Pride Festival.

https://www.fox5vegas.com/2025/03/26/anheuser-busch-pulls-out-pride-festival-after-30-year-partnership/?fbclid=IwY2xjawJRIflleHRuA2FlbQIxMQABHdeKDxDCkmbH0QkJNegb-TZxi1TiwDpqs35z4gcx7AwYH3nCOVH01VEscg_aem_w6v3QjCD_cWvEnFdcP2NIA

It’s not the first time Bud-Light has found itself in the news for a politically related topic. I’m sure we all remember the Bud Light controversy over it’s association with Dylan Mulvaney. That resulted in massive backlash from the ‘right’ and loss of its position as the #1 beer in the US.  Now it’s facing backlash from the ‘left’ over Pride. Basically they now cannot win, and that is the core issue. Once you’ve taken a position in a controversial space, even somewhat unintentionally as Bud Lite did, it becomes a part of your brand, and that lens is applied to virtually everything you do. It is then extremely difficult to recapture a neutral position.

No-Win Scenario? It really doesn’t matter which side of the political fence a brand chooses.  Once that door is open, the repercussions’ can last for years, and any course correction almost inevitably upsets one side or the other.  Budweiser, Chick-Fil-A, even Pepsi have all dipped their toes in to political and social arenas, and had to manage fall-out that is typically disproportional to the original content.   

All of that said, a brand following a purpose can have positive impact on internal job satisfaction, at least in the short term. At of course, it can and often does resonate positively with a subset of its customers.   But unless that purpose is unambiguously and universally supported by all existing and potential customers, and frankly very little is these days, the risks almost inevitably outweigh the benefits.  Even apparently successful campaigns like Nike’s featuring Colin Kaepernick, which had strong appeal for their core, younger demographic, are high risk-high reward, and come with long-term risks which are hard to quantify.  Negative emotions tend to drive strong, and more resilient behavioral changes than positive ones. So even if initially polarized markets sees offsets between positive and negative consumer response, the positive tends to fade faster. Humans have evolved to more heavily weight negative experiences for good survival based reasons.

Universal Appeal and Availability: At the heart of this challenge is that growing and maintaining a brand requires reaching and appealing to as many customers as possible.   Whether we view markets through the eye of Ehrenberg-Bass models, or follow more traditional volume forecasting models, the single biggest variable that enables a brand to grow is reach. And that reach needs to operate on both a mental and physical vector. Physical availability is generally achieved via wide distribution or ubiquitous access. Quite simply, if potential customers cannot find you, then most will not buy you. But mental availability is equally important. If and when shoppers do find you, they need to both desire and understand you. This is a bit more complex, and achieved by great marketing, branding, media, packaging and messaging.

But if a brand aligns with a controversial cause, it risks losing positive mental availability, and being either consciously or implicitly rejected. The reality is that pretty much any political or social cause these days carries a real risk of upsetting half of your customers.  Positive Brand loyalty is often at best fickle, but once someone has decided they dislike a brand for whatever reason, that de-selection can be quite resilient.   

Treat Marketing like Thanksgiving: And it can become even harder when brands try to course correct.  Reversals tend to look inauthentic and manipulative, while attempts to ‘read the room’, and go with current trends risks being distrusted by both sides!!  In a vast majority of cases, by far the best strategy is to treat marketing like Thanksgiving dinner, and keep out of politics and religion

Keeping Purpose Alive: So should brands abandon any form of purpose or altruism. I’d hope not. Altruism is good for community, good for employee satisfaction, good for long-term equity and more. So what should we do?

I think there are at least three important guidelines.

  1. One is stay in your lane.  Most people struggle with a drink, food or soap powder having a political or social opinion.  
  2. The second is to find ways to contribute that are at least largely universally supported, and avoid the flavor of the month’.  Even in today’s polarized society, helping cancer research, disaster victims, helping kids, animal shelters, and ma minimum controversy.   
  3. The third is to ask ‘why am I doing this? Is this the best use of company money, and am doing this for the brand, the business, or is it more in support of my own values?”  If it’s the latter, maybe find ways to achieve that without opening your brand to future risk  
    Bottom line, basically anything that politicians talk a lot about, and certainly argue about, is best avoided. And even be careful how you frame what you do to avoid affiliation with groups perceived as political. Channeling money through a non-profit can be very effective, both in endorsements and validating claims.  But many non-profits have become increasingly politicized. I’m not here to make judgment on that, except that from a marketing perspective, we risk becoming aligned with that bias.

But if we are thoughtful, we can combine purpose and innovation and marketing. I think Tide’s ‘Loads of Hope’ is a great positive example. It’s about cleaning laundry, which is perfectly in lane for the brand, & it helps disaster victims, which at least for now is political neutral, and more importantly, largely future proofed.

Image credits: Wikimedia Commons

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Catalyst Cap Accelerates Innovation and Creativity

Unlocking Potential through Neuro-Selective Stimulation

GUEST POST from Art Inteligencia

The time for neuro-selective stimulation has arrived!

In the landscape of human-centered innovation, one of the most intriguing concepts revolves around our ability to unlock latent potential in ourselves and others. Imagine a technology capable of selectively stimulating parts of the brain to enhance creativity, focus, empathy, or even physical dexterity. Enter the Catalyst Cap, an earth-shattering innovation that challenges our imagination and inspires conversations about the possibilities of neuro-enhancement.

What is the Catalyst Cap?

The Catalyst Cap is a wearable device designed to look like a stylish hat or cap, embedded with advanced neuro-stimulation technology. Through targeted impulses, it interacts with specific neural pathways to amplify or suppress certain cognitive or emotional traits on demand. While entirely safe, the concept pushes boundaries, urging us to explore what human enhancement looks like when designed ethically and inclusively.

Breaking Barriers in Human Potential

Traditional methods of personal development often require time-intensive practice, significant effort, or long-term interventions. The Catalyst Cap, with its instantaneous effects, offers a paradigm shift. Imagine needing razor-sharp focus for an important presentation—the Catalyst Cap activates your prefrontal cortex, allowing you to stay in the zone. Or consider an artist seeking an inspiration boost—the cap stimulates neural areas tied to imagination, unlocking a flood of creativity. The possibilities are endless.

The Ethical Considerations

No innovation exists in a vacuum. For an invention as transformative as the Catalyst Cap, ethics were paramount in its development. We asked ourselves many important questions. How do we ensure equitable access? What safeguards should be in place to prevent misuse? Can enhancing certain traits unintentionally diminish others? These are vital questions that reflect the human-centered values underpinning innovation.

The mere existence of the Catalyst Cap opens up important societal questions: Will the ability to boost empathy in leaders reduce conflict worldwide? Could enhancing focus in students democratize education outcomes? This innovation compels us to think critically about who we become as a society now that such advancements are possible.

Imagining Adoption and Impact

The Catalyst Cap, as transformative as it is, will likely follow a phased adoption curve. Early adopters will likely include competitive professionals, creatives, and educators eager to test its potential. However, mass-market integration will require public trust, clinical trials, and regulatory approval. Its impact on industries such as healthcare, education, and entertainment could be profound, reshaping how we view self-improvement.

Beyond individual users, organizations could deploy the Catalyst Cap to enhance team dynamics, foster innovation, and tackle challenges more effectively. Picture a world where collaboration and problem-solving are not hindered by cognitive limitations but enhanced by technological augmentation.

Conclusion: Inspiring Real Innovations

While entirely fictional and created in honor of this incredibly important day, the Catalyst Cap represents more than just an imaginative flight of fancy — it serves as a symbol of possibility. By exploring fake innovations like this, we engage our minds in thinking creatively about the future and challenge ourselves to consider the implications of what we create. What might the real-world equivalent of the Catalyst Cap look like? How can we ensure that future technologies prioritize the human experience?

Human-centered innovation is not just about inventing—it’s about inspiring. Let the Catalyst Cap spark your imagination and propel you toward creating what’s next.

April Fools!

Image credit: Microsoft CoPilot

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What Playing the Flute Taught Me About Business Growth

What Playing the Flute Taught Me About Business Growth

GUEST POST from Robyn Bolton

Ideas and insights can emerge from the most unexpected places. My mom was a preschool teacher, and I often say that I learned everything I needed to know about managing people by watching her wrangle four-year-olds. But it only recently occurred to me that the most valuable business growth lessons came from my thoroughly unremarkable years playing the flute in middle school.

6th Grade: Following the Manual and Falling Flat

Sixth grade was momentous for many reasons, one being that that was when students could choose an instrument and join the school band. I chose the flute because my friends did, and there was a rumor that clarinets gave you buck teeth—I had enough orthodontic issues already.

Each week, our “jill of all trades” teacher gathered the flutists together and guided us through the instructional book until we could play a passable version of Yankee Doodle. I practiced daily, following the book and playing the notes, but the music was lifeless, and I was bored.

7th Grade: Finding Context and Direction

In seventh grade, we moved to full band rehearsals with a new teacher trained to lead an entire band (he was also deaf in one ear, which was, I think, a better qualification for the job than his degree).  Hearing all the instruments together made the music more interesting and I was more motivated to practice because I understood how my part played in the whole.  But I was still a very average flutist.

To help me improve, my parents got me a private flute teacher. Once a week, Mom drove me to my flute teacher’s house for one-on-one tutoring.  She corrected mistakes when I made them, showed me tips and tricks to play faster and breathe deeper, and selected music I enjoyed playing.  With her help, I became an above-average flutist.

Post-Grad: Five Business Truths from Band Class

I stopped playing in the 12th grade. Despite everyone’s efforts, I was never exceptional—I didn’t care enough to do the work required.

Looking back, I realized that my mediocrity taught me five crucial lessons that had nothing to do with music:

  1. Don’t do something just because everyone else is. I chose the flute because my friends did. I didn’t choose my path but followed others—that’s why the music was lifeless.
  2. Following the instruction manual is worse than doing nothing. You can’t learn an instrument from a book. Are you sharp or flat? Too fast or slow? You don’t know, but others do (but don’t say anything).
  3. Part of a person is better than all of a book. Though spread thin, the time my teachers spent with each instrumental section was the difference between technically correct noise and tolerable music.
  4. A dedicated teacher beats a distracted one. Having someone beside me meant no mistake went uncorrected and no triumph unrecognized. She knew my abilities and found music that stretched me without causing frustration.
  5. If you don’t want to do what’s required, be honest about it. I stopped wanting to play the flute in 10th grade but kept going because it was easier to maintain the status quo. In hindsight, a lot of time, money, and effort would have been saved if I stopped playing when I stopped caring.

The Executive Orchestra: What Grade Are You In?

How many executives remain in sixth grade—following management fads because of FOMO, buying books, handing them out, and expecting magic? And, when that fails, hiring someone to do the work for them and wondering why the music stops when the contract ends?

How many progress to seventh grade, finding someone who can teach, correct, and celebrate their teams as they build new capabilities?

How do what I should have done in 10th grade and be honest about what they are and aren’t willing to do, spending time and resources on priorities rather than maintaining an image?

More importantly, what grade are you in?

Image credit: Unsplash

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Four Reasons Change Resistance Exists

Four Reasons Change Resistance Exists

GUEST POST from Greg Satell

Probably the greatest misconception about change is that it fails because people don’t understand it. The truth is that change usually fails because it is actively sabotaged. The status quo has inertia on its side and never yields its power gracefully. Anytime you ask people to change what they think or how they act, you can expect resistance.

Yet not all resistance is the same. Some people are merely skeptical about change, they are looking for evidence based, rational arguments that the proposed action will achieve positive results. Often, however, resistance is irrational and no amount of evidence will be persuasive. People are actively working to subvert change efforts.

We can’t let our transformation efforts be defined by those who want it to fail. Not everyone will embrace change. Instead of wasting time and effort to convince the opposition, we should focus our efforts on empowering those who want it to succeed. However, we need to learn to recognize different kinds of resistance so that we can address genuine issues.

1. Change Fatigue

In recent years, business pundits have embraced the change gospel. We are told that we live in a VUCA world (Volatile, Uncertain, Complex and Ambiguous). Therefore, we must “innovate or die.” This creates an environment in which leaders have strong incentives to be seen as dynamic change agents who drive multiple initiatives.

Yet the truth is that, for most industries, we live in a decidedly un-VUCA world. In fact, a report from the OECD found that markets, especially in the United States, have become more concentrated and less competitive, with less churn among industry leaders. The number of young firms have decreased markedly as well, from roughly half of the total number of companies in 1982 to one third in 2013.

With so much talk about change, but so little of it actually happening, it shouldn’t be surprising that a study by PwC found that 65% of workers experienced “change fatigue” and that only half felt that their organization had the capabilities to deliver change. In other words, the change gospel is undermining our ability to produce real change!

That’s why in our transformation workshops the very first thing we ask participants to define is the need for change. We simply can’t expect people to get on board with a change initiative if they don’t see a genuine, meaningful problem being solved. Change, for change’s sake, is simply a waste of everybody’s time.

So before you embark on any transformation initiative ask yourself: “Why do we need this change? What problem are we solving? What value would we derive from solving it? Is that value worth disrupting people’s lives and work?

2. Perverse Incentives

Earlier in my career my work focused on turning around media companies in Eastern Europe and I noticed an interesting trend. Managers of sales departments in struggling companies often accounted for the majority of sales (and commissions) in their companies. Because these leaders were seen as major drivers of revenue, they had an enormous amount of power.

The secret to their success had less to do with any actual sales ability and vastly more to do with the fact that, for a variety of reasons, they had managed to get the prime accounts for themselves and, even if they were managing those accounts poorly, had no incentive to spread them around. They were, in effect, being incentivized to mismanage.

The truth is that we’ve known for decades that financial incentives usually backfire. Nevertheless, when we sit down with leaders to define a change strategy they invariably want to start by devising a complex system of “carrots and sticks” to engineer the behavior they want to see and are often disappointed when they are told that it’s a bad idea.

You never want to have to incentivize people to drive change. If an initiative has real value, you should be able to find people who are enthusiastic about it and want to make it work. Even a small initial cadre should be enough to deliver a successful keystone change and get the ball rolling. After that, the issue has more to do with scaling change than anything else.

3. Switching Costs

Every change encounters switching costs. In one particularly glaring example, the main library at Princeton University took 120 years to switch to the Library of Congress classification system because of the time and expense involved. Clearly, that’s an extreme case, but every change effort needs to take inevitable frictions into account.

There are a number of reasons why switching costs can become a significant roadblock. The first is our innate bias for loss aversion. First identified and documented by Amos Tversky and Daniel Kahneman, we all have a tendency to avoid losses rather than seek out new gains. The comfort of the status quo can be more powerful than the mysterious promise of transformation.

Another important force is the availability heuristic, which reflects our tendency to overweight information that is most easily accessible. What we experience in the here and now always seems more tangible and concrete than the more distant benefits of change, which many will suspect will never come.

You never want to get bogged down in selling an idea. The switching costs will always be more real to skeptics than any image you can conjure. Rather, you want to identify people who are already enthusiastic about the change and willing to bear any costs associated with switching. If you can empower them to succeed with a keystone change, you can sell that tangible success, which is always a stronger value proposition.

A key thing to remember here is that you shouldn’t have to convince early adopters. If you feel the need to persuade, you either have the wrong change or the wrong people. Find people who are as passionate as you are and show change can work. Then you can start thinking about bringing others in.

4. Identity And Dignity

Gary Starkweather had a big idea, but his boss at Xerox’s Research Center in Webster, NY hated it so much that he threatened to fire anyone who worked on it. To him, Xerox was a copier company and the idea didn’t have anything to do with copiers. Luckily, for Gary and for Xerox, the idea meshed perfectly with the new Palo Alto Research Center (PARC)’s mission and the laser printed he developed there helped save the company.

Xerox PARC has since become almost synonymous with innovation, but even the researchers there could be hostile to ideas that were different. Dick Shoup and Alvy Ray Smith, were working on a new graphics technology called SuperPaint. Unfortunately, it didn’t fit in with PARC’s vision of personal computing and the two became outcasts. Smith would later team up with Ed Catmull and the technology would form the core of what became Pixar.

One of the biggest mistakes change leaders make is assuming that resistance to change has a rational basis. Very often people oppose change because it offends their identity and sense of self. We all take pride in the way we go about things, whether that involves our actions or our way of thinking about things.

This is the most visceral kind of resistance. We can motivate people to push through fatigue or bear the burden of inevitable switching costs, but we can’t ask people to stop being who they think they are. When people see themselves in a particular way, they rarely change and, in fact, will pay almost any price to stay true to their inner core.

What can be hardest about change, especially when we feel passionately about it, is that at some point, we need to accept that others will not embrace it and we will have to leave some behind. Not every change is for everybody. Some will have to pursue a different journey, one to which they can devote their passions and seek out their own truths.

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

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Focus your Emotional Energy Purposefully

Focus your Emotional Energy Purposefully

GUEST POST from Janet Sernack

When I exited my corporate career more than thirty-five years ago, I was privileged to be regarded and respected as the Fashion Direction Manager for the Grace Bros Department Store group, one of Australia’s most senior women in retail management. This launched my global reputation as a fashion and lifestyle marketing innovator. In this exciting role, I was responsible for designing and implementing a company-wide fashion information system for apparel, accessories, homeware, merchandising, and advertising.  This required me to focus my emotional energy on researching, analyzing, and conceptualizing global fashion and lifestyle trends and adapting them to suit the Australian consumer lifestyle.

It was a dream role before the invention of the Internet, the implosion of the mass media, and the dominance of fast fashion. It required our team to focus their emotional energy on intensively researching different global and diverse media sources, including yarn, textile, couture, designer, ready-to-wear shows, trade journals, magazines, and seasonal sales data. 

Generating creative thinking

Creativity is about connecting things, and in the fashion world, the best designers make the most unlikely connections to produce novel and wondrous creations. As my professional background included graphic and fashion design and marketing, I could further hone my associative (lateral and connective) thinking skills to think creatively and critically in this role. To focus my emotional energy and attention on guiding my intuition, values, and decisions on the needs and wants of buyers, merchandisers, marketers, and customers. To emerge, diverge and converge the key connections and patterns occurring globally in the fashion world and external complex fashion systems. I also learned the importance of being customer-focused and the value and role of being empathic with customers, manufacturers’ value chains and fashion information system users.

It was an incredibly emotional, physical, and stressful role, which required me to travel overseas four times a year to stay current on the different global fashion streams.

This caused my life to melt into being at work, the gym, or the airport.

Stress-induced exhaustion and burnout

This resulted in my first profound encounter with stress-induced exhaustion and burnout, which hit me right in the face one morning when my body refused to move, and I was unable to get out of bed.

I have also noticed that many of my global coaching clients have faced a similar challenge: stress-induced exhaustion and burnout. Fortunately, they can use the coaching partnership to unearth their particular pattern and unresourceful ways of being and learn how to focus their emotional energy to disrupt, dispute, and deviate from it into a more resourceful way of being and acting. However, it has shifted the coach’s role as a healer, making it even more critical in our current environment.

Focusing emotional energy on pursuing mattering, meaning and purposeful work

This ultimately manifests as a crisis and becomes a defining moment. In my case, I made a fundamental choice to focus emotional energy on pursuing meaning, mattering, and purposeful work, which still focuses my full attention and drives me today.

It created a “crack, “or an opening and threshold for making two fundamental choices: to embark on a healing journey to become the kind of person I wanted to be and to find a way to focus my emotional energy on making the difference I wanted to make in the world. 

This enabled me to use my knowledge, experience, and skills to establish Australia’s first design management consultancy.

What is emotional energy?

Emotional energy is the catalyst that fuels creativity, invention, and innovation.

Understanding and harnessing this energy inspires and motivates individuals to explore and embrace creative and critical thinking strategies, now in partnership with AI.

When a person’s emotional energy has contracted, it results in constrained, negative, pessimistic, and even catastrophic thinking habits, which have a toxic impact on the person’s identity and emotional and physical well-being.

This means there is no space, doorway, or threshold to take on anything new, novel, or different. Nor can they imagine what might be possible to evolve, advance, or transform their personal or professional lives in an uncertain future.

Emotional energy catalyses and directs your intrinsic motivation, conviction, hope, positivity, and optimism to approach your world purposefully, meaningfully, and differently.

When you are true to your calling or purpose, you will make extra efforts to be healthier, positively impact your well-being, and improve your resilience.

How does this apply to leadership in uncertain times?

“I think leaders need to remember that they are in the energy management business,” says Halsey. “Their role is to keep people focused, energized, and positive about themselves and their work. They may be unable to change external circumstances, but they can create a safe, nurturing, and empowering work environment. By setting clear goals, diagnosing individual needs, and providing the right leadership style, leaders can help their teams thrive—even in uncertain times.”

People want work to be less of a job and more of a calling.

According to Martin Seligman and Gabriella Rosen Kellerman in their book Tomorrowmind, a US-based research study that included two thousand employees of all ages, industries, tenures, and incomes, revealed that people craved more meaning at work regardless of sector or position. Everyone wanted work to be less of a job and more of a calling and gave their current jobs a rating of 49, which suggests that their “meaning cups” are only half full.

This search for meaning, mattering, and being of service to humanity in a different and value-adding way enables innovators, entrepreneurs and intrapreneurs to cultivate the emotional energy and develop the agility required to drive their creativity, invention and innovation endeavors. 

It is the most critical ingredient that motivates, empowers, enables, fuels and sustains innovators, entrepreneurs, and intrapreneurs to adapt, survive and thrive on the innovation roller coaster.

Channeling emotional energy meaningfully and purposefully

From my leadership training and coaching experience, I have learned that most people desperately want their lives to make sense and be meaningful and to know that who they are and what they do matters. It is possible to link meaning and mattering to being intentionally motivated and directed by your core values to make a difference and a contribution that provides value and significance to someone, a community, or society.  

  • Being purposeful

Being purposeful focuses your emotional energy, guides your life decisions influences your behaviors, shapes your goals, offers a sense of direction, and creates meaning. Rather than engaging in shallow, empty, or pointless activities, it gives you agency.

In our uncertain, volatile and disruptive world, it is crucial to think about your “purpose in life.” Be like an Entrepreneur and link your purpose as a guidepost to help you deal with uncertainty, navigate it better, mitigate the damaging effects of long-term stress, and become psychologically resilient.

People with a strong sense of purpose direct and focus their emotional energy on what really matters to them. They tend to be more agile and adaptive, hardier and resilient, and more able to refocus and recover quickly from adverse and catastrophic events.

According to McKinsey & Co.’s article “Igniting individual purpose in times of crisis,” purposeful people also live longer and healthier lives and are essential to employee experience. This results in higher levels of employee engagement, more substantial organizational commitment, and increased feelings of well-being. Like many entrepreneurs, people who find their purpose congruent with their jobs tend to get more meaning from their roles, making them more productive and more likely to outperform their peers.

How can you add more meaning, mattering and purpose?

Meaning is an outcome of purpose, and many people, due to their experience of the pandemic and hybrid workplace in a chaotic and uncertain world, are seeking to re-engage with their work and workplaces by focusing their emotional energy on improving their well-being and creating more purposeful, balanced, and meaningful lives.

This is a short section from our new book, “Conscious Innovation – Activating the Heart, Mind and Soul of Innovation”, which will be published in 2025.

Please find out more about our work at ImagineNation™.

Please find out about our collective learning products and tools, including The Coach for Innovators, Leaders, and Teams Certified Program, presented by Janet Sernack. It is a collaborative, intimate, and profoundly personalized innovation coaching and learning program supported by a global group of peers over 9-weeks. It can be customized as a bespoke corporate learning program.

It is a blended and transformational change and learning program that will give you a deep understanding of the language, principles, and applications of an ecosystem-focused, human-centric approach and emergent structure (Theory U) to innovation. It will also up-skill people and teams and develop their future fitness within your unique innovation context. Please find out more about our products and tools.

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Commercializing New Concepts is Hard

Commercializing New Concepts is Hard

GUEST POST from Mike Shipulski

If you have the data that says the market for the new concept is big enough, you waited too long.

If you require the data that verifies the market is big enough before pursuing new concepts, you’ll never pursue them.

If you’re afraid to trust the judgement of your best technologists, you’ll never build the traction needed to launch new concepts.

If you will sell the new concept to the same old customers, don’t bother. You already sold them all the important new concepts. The returns have already diminished.

If you must sell the new concept to new customers, it could create a whole new business for you.

If you ask your successful business units to create and commercialize new concepts, they’ll launch what they did last time and declare it a new concept.

If you leave it to your successful business units to decide if it’s right to commercialize a new concept created by someone else, they won’t.

If a new concept is so significant that it will dwarf the most successful business unit, the most successful business unit will scuttle it.

If the new concept is so significant it warrants a whole new business unit, you won’t make the investment because the sales of the yet-to-be-launched concept are yet to be realized.

If you can’t justify the investment to commercialize a new concept because there are no sales of the yet-to-be-launched concept, you don’t understand that sales come only after you launch. But, you’re not alone.

If a new concept makes perfect sense, you would have commercialized it years ago.

If the new concept isn’t ridiculed by the Status Quo, do something else.

If the new concept hasn’t failed three times, it’s not a worthwhile concept.

If you think the new concept will be used as you intend, think again.

If you’re sure a new concept will be a flop, you shouldn’t be. Same goes for the ones you’re sure will be successful.

If you’re afraid to trust your judgement, you aren’t the right person to commercialize new concepts.

And if you’re not willing to put your reputation on the line, let someone else commercialize the new concept.

Image credits: misterinnovation.com (1 of 850+ free quote slides for download)

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10 Business Mythstakes Some Leaders Believe

10 Business Mythstakes Some Leaders Believe

GUEST POST from Shep Hyken

Some very popular business sayings are potentially detrimental to your organization. Last week I shared one of my weekly Forbes.com columns titled Five Business Myths You Cannot Afford to Believe. It met with plenty of positive feedback, so I’m going to share those five myths with you, plus five more. I’ve written full articles about some of these topics in the past. I now share this compilation of ten popular business myths. Don’t make the mythstake of believing them!

  1. A Repeat Customer Is a Loyal Customer: No, they are just a repeat customer. You must understand why they keep coming back. Maybe your location is more convenient. Maybe you have a lower price. As soon as a competitor has a better location or a lower price, don’t be surprised to see the “loyal” customer disappear.
  2. We Want Satisfied Customers: Our annual customer service research found that one in four (23%) don’t return to a business that just satisfies them. Satisfactory is average. We need to be better than that.
  3. Only the Front Line Needs Customer Service Training: Everybody in an organization is responsible for their role in customer service. If they aren’t dealing directly with customers, they are supporting someone who is, or they are part of the process that impacts the overall service and experience.
  4. Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts. In reality, they are marketing programs that do a great job of bringing customers back. We love repeat customers, but don’t get caught believing your repeat customers are truly loyal.
  5. All Customers Should Be Treated the Same: All customers must be treated with similar levels of respect. However, today’s customers want a personalized experience. That means an individualized experience.

Shep Hyken Mythstakes Cartoon

  1. Technology Can Replace Human Interaction: Companies have tried, and it doesn’t work. Even Amazon has live customer support. I stand by something I said years ago: “The greatest technology in the world can’t replace the ultimate relationship-building tool between a customer and a business: the human touch.”
  2. A Quality Product Will Ensure Success: It helps, but it’s not a guarantee. Studies have proven that even if you have the best product but treat the customer poorly, they will find another place to buy what you sell, even if the product is not quite as good. And the opposite is true. The best service won’t get your customers to come back if the product doesn’t do what it is supposed to do. It takes the combination of a quality product and quality service.
  3. Customer Training Is a One-Time Event: Many companies include a customer service training module in their on-boarding. That’s a great start, but it needs to be sustainable. I like to say, “Customer service training isn’t something you did. It’s something you do.” Ongoing training and/or reminders are the key to a successful customer-focused culture.
  4. Customer Service Is What Happens When Customer Experience Fails: Customer service is not a department. It’s a philosophy to be embraced by everyone in the company. However, customer support is a department. Don’t confuse the two. One is about your culture. The other is about handling complaints and helping customers with their problems or questions.
  5. The Customer Is Always Right: We’ll end with my favorite. No, the customer is NOT always right, but they are always the customer. So, if they are wrong, let them be wrong with dignity and respect!

Image Credit: 1 of 850+ FREE quote slides at misterinnovation.com

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Why Talent Drives Innovation

Why Talent Drives Innovation

GUEST POST from Stefan Lindegaard

In any organization, having the right people in the right places at the right time is critical for success.

This is especially true for innovation, which doesn’t just depend on good ideas, projects, or technologies – it depends on the people who can bring these to life.

When resources are limited, every individual must perform well, as even one weak link can jeopardize a project. That’s why people – and the teams they form – are more important than ideas when it comes to driving innovation.

So, who are these key individuals?

They are those with the mindset, skills, and attributes needed to turn ideas into successful realities. These individuals may come in many forms, but they tend to share common traits such as:

  • Creativity: They think outside the box, solving problems in novel ways.
  • Problem-solving: They identify challenges and find practical solutions.
  • Growth mindset: They experiment and learn from both success and failures and they are life-long learners in many aspects of life.
  • Adaptability: They thrive in dynamic, ever-changing environments.
  • Collaboration: They work effectively with others, both inside and outside the organization.
  • Passion: They are deeply committed to their work and driven to succeed.
  • Persistence: They push through obstacles and stay focused on achieving their goals.
  • Communication: They clearly convey their ideas and inspire others.
  • Leadership: They motivate and guide their teams toward success.
  • Initiative: They take action without waiting for direction.
  • Strategic thinking: They see the bigger picture and consider the long-term impact of their decisions.

The reality is that having people – talent – like this in your organization is more valuable than having endless top-notch ideas or projects to choose from.

Stefan Lindegaard People Process Ideas

Why? Because talented people can take even a mediocre idea and turn it into something extraordinary, while average performers will struggle to execute even the best ideas.

This is true for organizations of all sizes. Whether you are a small business or a large corporation, success depends on your ability to attract, develop, and retain people who can turn ideas – whether they originate from themselves or others – into reality.

Large organizations might have the flexibility to move their top talent around, but for smaller companies, it’s even more crucial to identify and nurture individuals with these key traits.

Either way, before focusing on generating more ideas, make sure you have the people who can bring those ideas to life. Talent, not just ideas, is the driving force behind innovation.

Image Credits: 1 of 850+ FREE quote slides available at misterinnovation.com

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Job Design as Innovation Strategy

How Complex Problem-Solving Creates Automation Champions

Job Design as Innovation Strategy

GUEST POST from Robyn Bolton

Imagine a manufacturing company.  On the factory floor, machines whirl and grind, torches flare up as welding helmets click closed, and parts and products fall off the line and into waiting hands or boxes, ready to be shipped to customers.  Elsewhere, through several doors and a long hallway, you leave the cacophony of the shop floor for the quiet hum of the office.  Computers ping with new emails while fingers clickety-clack across the keyboard.  Occasionally, a printer whirs to life while forcing someone to raise their voice as they talk to a customer on the other end of the phone.

Now, imagine that you ask each person whether AI and automation will positively or negatively affect their jobs.  Who will champion new technology and who will resist it?

Most people expect automation acceptance to be separated by the long hallway, with the office workers welcoming while the factory workers resist.

Most people are wrong.

The Business Case for Problem-Solving Job Design

Last week, I wrote about findings from an MIT study that indicated that trust, not technology, is the leading indicator of whether workers will adopt new AI and automation tools.

But there’s more to the story than that.  Researchers found that the type of work people do has a bigger influence on automation perception than where they do it. Specifically, people who engage in work requiring high levels of complex problem-solving alongside routine work are more likely to see the benefit of automation than any other group.

Or, to put it more simply

Net Impact of Automation & New Technology on Your Work

While it’s not surprising that people who perform mostly routine tasks are more resistant than those who engage in complex tasks, it is surprising that this holds true for both office-based and production-floor employees.

Even more notable, this positive perception is significantly higher for complex problem solvers vs. the average across all workers::

  • Safety: 43% and 41% net positive for office and physical workers, respectively (vs. 32% avg)
  • Pay: 27% and 25% net positive for physical and office workers, respectively (vs. 3.9% avg)
  • Autonomy: 33% net positive for office workers (vs. 18% average)
  • Job security: 25% and 22% net positive for office and physical workers, respectively (vs. 3.5%)

Or, to put it more simply, blend problem-solving into routine-heavy roles, and you’ll transform potential technology resistors into champions.

3 Ways to Build Problem-Solving Into Any Role

The importance of incorporating problem-solving into every job isn’t just a theory – it’s one of the core principles of the Toyota Production System (TPS).  Jidoka, or the union of automation with human intelligence, is best exemplified by the andon cord system, where employees can stop manufacturing if they perceive a quality issue.

But you don’t need to be a Six-Sigma black belt to build human intelligence into each role:

  1. Create troubleshooting teams with decision authority
    Workers who actively diagnose and fix process issues develop a nuanced understanding of where technology helps versus hinders. Cross-functional troubleshooting creates the perfect conditions for technology champions to emerge.
  2. Design financial incentives around problem resolution
    The MIT study’s embedded experiment showed that financial incentives significantly improved workers’ perception of new technologies while opportunities for input alone did not. When workers see personal benefit in solving problems with technology, adoption accelerates.
  3. Establish learning pathways connected to problem complexity
    Workers motivated by career growth (+33.9% positive view on automation’s impact on upward mobility) actively seek out technologies that help them tackle increasingly complex problems. Create visible advancement paths tied to problem-solving mastery.

Innovation’s Human Catalyst

The most powerful lever for technology adoption isn’t better technology—it’s better job design. By restructuring roles to include meaningful problem-solving, you transform the innovation equation.

So here’s the million-dollar question every executive should be asking: Are you designing jobs that create automation champions, or are you merely automating jobs as they currently exist?

Image credits: Robyn Bolton and misterinnovation.com (1 of 850+ free quote slides for download)

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