Don’t Wait for the Wheels to Fall Off

Don't Wait for the Wheels to Fall Off

GUEST POST from Mike Shipulski

When your most important product development project is a year behind schedule (and the schedule has been revved three times), who would you call to get the project back on track?

When the project’s unrealistic cost constraints wall of the design space where the solution resides, who would you call to open up the higher-cost design space?

When the project team has tried and failed to figure out the root cause of the problem, who would you call to get to the bottom of it?

And when you bring in the regular experts and they, too, try and fail to fix the problem, who would you call to get to the bottom of getting to the bottom of it?

When marketing won’t relax the specification and engineering doesn’t know how to meet it, who would you call to end the sword fight?

When engineering requires geometry that can only be made by a process that manufacturing doesn’t like and neither side will give ground, who would you call to converge on a solution?

When all your best practices haven’t worked, who would you call to invent a novel practice to right the ship?

When the wheels fall off, you need to know who to call.

If you have someone to call, don’t wait until the wheels fall off to call them. And if you have no one to call, call me.

Image credit: Pixabay

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Change Requires Work and Choice

Change Requires Work and Choice

GUEST POST from Shep Hyken

At the end of the CEO’s speech to his employees, he said, “And one other thing, we want to deliver better customer service.” Then he walked off stage.

Delivering better customer service is a good idea, but just saying you want to do so will not make it happen. Most likely, it will remain just a good idea, because, without the right implementation, the idea will never come to anything. Nothing will change.

A big part of my business is serving as a keynote speaker on customer service and CX for all kinds of companies and organizations. I always ask, “Why is this topic important to you and this audience?” Most of the time, clients have a good answer, but occasionally, I hear something like, “We have terrible customer service, and we need someone like you to come in and share what we can do to be better.”

Trying not to sound flippant, I ask, “So you think that having me or someone like me do a one-hour speech is going to fix that?”

This leads to a bigger discussion about the company’s desire to change and the resources – time, talent, and dollars – it requires to make that happen. I then continue with a few more questions:

  1. What makes you think you need help with your customer service or CX?
  2. What would happen if you continued to do what you do and didn’t make a change?
  3. What does success look like, and how quickly do you want to see results?

The answers to these questions are the fuel needed to make the choice to change an easy one.

Then, there is another series of questions to determine the investment they are willing to make to carry out this choice to change. It’s going to take time. It’s going to take training, which is about talent. And then there are the dollars. And one final choice must be made, and it may be the most important of all. Will the leadership get behind the choice to change?

To summarize, the choice to change, especially in customer service and/or CX, is more than a verbal commitment. It requires substantial and sustained effort backed by resources and leadership support. Simply expressing the desire for improvement is not enough. Real change demands actionable plans and the alignment of time, talent, and investment. Companies must determine their current service levels, define success, and commit to the necessary steps and time to achieve it.

One more question: Are you ready to invest in a future where exceptional service is not just an aspiration but a reality? Act now! Your customers and your business can’t afford to wait.

Image Credits: Pexels, Shep Hyken

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The Most Successful Innovation Approach is …

The Most Successful Innovation Approach

GUEST POST from Howard Tiersky

There are three primary approaches to innovation. In our work with large brands focused on digital transformation, we have observed that the most effective of the three is also the least common. Which approach do you use?

Approach #1: The Artist

“I create for myself. I hope my customers like it.”

Georgia O’Keeffe said of art, “Whether you succeed or not is irrelevant; there is no such thing. Making your unknown known is the important thing.” And this philosophy of creating from one’s own mind and heart, of bringing to the world your unique and individual expression, is a powerful driving force for many innovators. Steve Jobs was the penultimate artist innovator. When asked what type of market research he had conducted in creating the Macintosh he replied, “Did Alexander Graham Bell do any market research before he invented the phone?” He also said, “Some people say, ‘Give customers what they want.’ But that’s not my approach. Our job is to figure out what they’re going to want before they do. I think Henry Ford once said, ‘If I’d have asked customers what they wanted, they would have told me they wanted a faster horse!’ People don’t know what they want until you show it to them. That’s why I never rely on market research. Our task is to read things that are not yet on the page. Great art resonates with people–it inspires and moves them to action. This is true of Georgia O’Keeffe’s paintings as well as Steve Jobs’ creations. They create from their instinct and their passion, and their work has been wildly successful commercially. However, there is a key challenge with the artist approach to innovation: Are you Steve Jobs? How many Georgia O’Keeffe’s do you have on your team? Because for every Jobs or O’Keeffe, there are thousands of others who have followed their gut to create an endless myriad of technology projects that have not resonated. For each Georgia O’Keeffe, there are vast numbers of aspiring painters following their hearts but who never achieve commercial success. Now if what O’Keeffe says is really true for you–if success does not matter if the mere expression of your idea in the real world is sufficient to satisfy you– then this may be an effective path. But if you are seeking commercial success, the reality is that only a small percentage of the personal expressions of people’s hearts will reach out to and resonate with a mass audience. So unless you are an innovator with a proven track record of doing that, or willing to take that chance, this is a highly unpredictable approach to innovation. We often see companies designing products, be they physical or digital, by getting a small team in a room with a whiteboard. Or there is an executive who has a vision he has imagined for a product that he wants his team to bring to life. This is, in fact, probably the most common method of corporate innovation, and it very often fails.

Approach #2 The Researcher

“Give people what they want. What you want is unimportant.” – Pete Waterman, record producer
Commercial success in innovation comes from creating something new that resonates with the customer– that solves a problem for the customer or empowers them in a new and exciting way, like the Post-it or Uber. So the research approach to innovation involves simply asking the customer what they want and giving it to them. The classic focus group is an example of this; however, there are several problems with this approach to innovation. First, Steve Jobs was right: Customers often don’t know what they want. They may tell you what they think they want, but in fact, their real-world behavior after a product is launched is often inconsistent with what they have told you in a focus group. There is probably no better example of this than the disastrous launch of New Coke in 1985. Prior to the launch, Coca-Cola spent $4 Million (in 1985 dollars!) on conducting over 190,000 taste tests of different formulations to find the one that customers would like best. Based on that research they changed the taste of Coke and then spent considerably more on a massive launch of New Coke, only to be followed by massive public backlash and the eventual need to restore “Classic” Coke. How could research lead us so disastrously astray? We see all the time in our own work that when customers are asked for the features, they would like to see in an app or for ideas for new products, the results are often weak. Also, when customers passionately identify innovations they would like to see, it’s common to discover that those same customers don’t actually use the innovations they requested. In fact, customers like to be artists too, and they like to share their personal vision of what a product could be. That doesn’t mean, though, that they are Steve Jobs any more than you are, and they often have poor insight into their own future behaviors. This “researcher” approach in some form is the second most common approach we see taken to innovation projects. It can be successful to some degree for incremental changes. For example, if many users of your product are clamoring for a different sorting option in a reporting application, then sure, listening to their feedback and integrating those priorities is probably a path to incremental improvement. But that is quite different from wholesale innovation. In that area, asking users what they want rarely proves to be a useful activity.

Approach #3: The Research-Ideation Cycle

The most successful approach that we see used is what we call the research-ideation cycle, an approach that blends science and art. Customer research is core to this approach. However, the goal of the customer research is not to ask customers what they want, but rather to understand their current experiences, goals, and points of pain or inefficiencies. Uber effectively understood that the moment when a customer arrives at their destination and has to wait to get out of the car to deal with paying the driver was a small point of pain, that once removed, creates a far better experience. In the research-ideation cycle, we first create a detailed picture of the different customer segments and use techniques like ethnography to truly understand how they are accomplishing the tasks we are targeting with our innovation, whether it’s vacation planning, home decorating or rebuilding a diesel engine. Once that research is complete we can access our inner artists, but not for the purpose of self-expression, but with the goal of problem solving. In fact, creativity is usually at its greatest when a problem is brought into clear focus via detailed customer research and anecdotes. Ideation cycles involve inventing a number of solutions to the customer problems identified through the initial research. Once those ideas are generated, they can be tested with customers. But unlike the New Coke research, the goal of the testing is not to ask users what they think. It’s nice to ask because it’s polite, but it’s not the primary data source. Rather, we observe users using prototypes of our ideated solutions and use that data to gauge the effectiveness of our solutions in solving the previously identified problems. Very often we have partial success in initial rounds and use the insights from the research to further ideate ways to improve the solution. Then the cycle goes back to research, and so on between ideation and research until we have a solution that appears market-worthy. Even then typically there is a small market test or beta test, with research to understand the actual usage patterns, and the iteration process continues.

“You’re not supposed to give people what they want, you’re supposed to give them what they don’t know that they want yet.” -Diana Vreeland, Editor-in-chief of Vogue
When we understand the problems and challenges users face, creative teams can invent novel solutions that the users may never have dreamed of or suggested directly.

This article originally appeared on the Howard Tiersky blog

Image Credits: Dall-E

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What We Can Learn from MrBeast’s Onboarding

Lessons from a Leaked Document

What We Can Learn From MrBeast's Onboarding

GUEST POST from Robyn Bolton

In the often murky world of corporate communication, a leaked MrBeast document has emerged as a beacon of clarity. Far from being your typical vague, jargon-filled memo, this onboarding document is a crystal-clear recipe for success that’s as refreshing as it is rare.

But first, let’s address the elephant in the room. MrBeast’s empire isn’t without its share of controversy. Reports of toxic work environments, unsafe conditions for contestants, and allegations of rigged games cast a shadow over his content creation machine and his leadership capabilities. These are serious issues that merit investigation and discussion. As a result, this post isn’t an endorsement of MrBeast as a leader, it’s an endorsement of an onboarding document that he wrote.

The Secret Sauce: Clarity Meets Innovation

What sets this document apart is its razor-sharp clarity and relentless focus on creativity. Unlike the vague platitudes that plague many corporate communications, job descriptions, and performance matrixes, this document clearly outlines expectations, success metrics, and the strategies and tactics to fuel continuous innovation.

This clarity is transformative for people and organizations. When team members understand both the guardrails and the goals, they channel their creative energy into groundbreaking ideas rather than second-guessing their approach and worrying about repercussions.

Expectations: Always Be Learning

The first principle is a clear directive: always be learning. In MrBeast’s world, this isn’t just about personal growth—it’s about staying ahead in a rapidly changing digital landscape. This commitment to continuous learning fuels innovation by ensuring the team is constantly exploring new technologies, trends, and creative techniques.

While some see the definition of A, B, and C-players as evidence of a toxic workplace, the fact is that it’s the reality in most workplaces.  It’s the absence of clarity, usually disguised by claims of family-like cultures that value diversity, that makes workplaces toxic. 

Metrics: The Start of a Feedback Loop

The focus on specific success metrics like Click-Through Rate and Average View Duration isn’t just about measurement—it’s about creating a feedback loop for innovation. Clear benchmarks developed over time allow teams to quickly assess the impact of new ideas and iterate accordingly.  It also removes the temptation and ability to “move the goalposts” to create the appearance of success.

Strategy: Structure Meets Creativity

After describing what success looks like for employees and how they’ll be measured, the document outlines a structured content formula akin to an innovation strategy. It provides a clear framework of priorities, goals, and boundaries while encouraging creative experimentation within those boundaries.

Starting with a step-by-step guide to making videos with a “wow” factor, the document also emphasizes the criticality of focusing on “critical components” and managing dependencies and

Far from the usual corporate claims that direction and “how to’s” constrain creativity and disempower employees, this approach creates a safety net that allows employees to be successful while still pushing the envelope of what’s possible in content creation.

How to Become Your Version of (a non-controversial) Mr. Beast

You don’t have to be a content creator, social media savant, or company founder to follow MrBeast’s lead.  You have to do something much more difficult – communicate clearly and consistently.

  1. Clearly define what success looks like (and doesn’t) for your employees and projects.
  2. Establish frameworks that encourage bold ideas while maintaining focus.
  3. Define objective success metrics and consistently measure, track, and use them.

This leaked MrBeast document offers more than just a glimpse into a YouTube empire; it’s a masterclass in leadership in the era of hybrid workplaces, geographically dispersed teams, and emerging cultures and norms. 

The document’s approach shows that innovation doesn’t have to be chaotic. By providing clear expectations and frameworks, leaders can create an environment where creativity thrives, and groundbreaking ideas can be rapidly developed and implemented.

When viewed in the bigger context of the MrBeast organization, however, the document is also a reminder that no matter how clear you think your communication is, you must be vigilant for those who claim that bad behavior is just a “misunderstanding.” Leaders know that no amount of views, clicks, or revenue is worth sacrificing the well-being of their teams.

Image credit: Wikimedia Commons

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We Are Starving Our Innovation Economy

We Are Starving Our Innovation Economy

GUEST POST from Greg Satell

The Cold War was fundamentally different from any conflict in history. It was, to be sure, less over land, blood and treasure than it was about ideas. Communist countries believed that their ideology would prevail. They were wrong. The Berlin Wall fell and capitalism, it seemed, was triumphant.

Today, however, capitalism is in real trouble. Besides the threat of a rising China, the system seems to be crumbling from within. Income inequality in developed countries is at 50-year highs. In the US, the bastion of capitalism, markets have weakened by almost every imaginable metric. This wasn’t what we imagined winning would look like.

Yet we can’t blame capitalism. The truth is that its earliest thinkers warned about the potential for excesses that lead to market failure. The fact is that we did this to ourselves. We believed that we could blindly leave our fates to market and technological forces. We were wrong. Prosperity doesn’t happen by itself. We need to invest in an innovation economy.

Capitalism’s (Seemingly) Fatal Contradiction

Anyone who’s taken an “Economics 101” course knows about Adam Smith and his invisible hand. Essentially, the forces of self-interest, by their very nature, work to identify the optimal price that attracts just enough supply of a particular good or service to satisfy demand. This magical equilibrium point creates prosperity through an optimal use of resources.

However, some argued that the story wasn’t necessarily a happy one. After all, equilibrium implies a lack of economic profit and certainly businesses would want to do better than that. They would seek to gain a competitive advantage and, in doing so, create surplus value, which would then be appropriated to accumulate power to rig the system further in their favor.

Indeed, Adam Smith himself was aware of this danger. “People of the same trade seldom meet together, even for merriment and diversion, but the conversation ends in a conspiracy against the public, or in some contrivance to raise prices,” he wrote. In fact, the preservation of free markets was a major concern that ran throughout his work.

Yet as the economist Joseph Schumpeter pointed out, with innovation the contradiction dissipates. As long as we have creative destruction, market equilibriums are constantly shifting and don’t require capitalists to employ extractive, anti-competitive practices in order to earn excellent profits.

Two Paths To Profit

Anyone who manages a business must pursue at least one of two paths to profit. The first is to innovate. By identifying and solving problems in a competitive marketplace, firms can find new ways to create, deliver and capture value. Everybody wins.

Google’s search engine improved our lives in countless ways. Amazon and Walmart have dramatically improved distribution of goods throughout the economy, making it possible for us to pay less and get more. Pfizer and Moderna invested in an unproven technology that uses mRNA to deliver life-saving molecules and saved us from a deadly pandemic.

Still, the truth is that the business reality is not, “innovate or die,” but rather “innovate or find ways to reduce competition.” There are some positive ways to tilt the playing field, such as building a strong brand or specializing in some niche market. However, other strategies are not so innocent. They seek to profit by imposing costs on the rest of us

The first, called rent seeking, involves businesses increasing profits through getting litigation passed in their favor, as when car dealerships in New Jersey sued against Tesla’s direct sales model. The second, regulatory capture, seeks to co-opt agencies that are supposed to govern industry, resulting in favorable implementation and enforcement of the legal code.

Why “Pro-Business” Often Means Anti-Market

Corporations lobby federal, state and local governments to advance their interests and there’s nothing wrong with that. Elected officials should be responsive to their constituents’ concerns. That is, after all, how democracy is supposed to work. However, very often business interests try to maintain that they are arguing for the public good rather than their own.

Consider the issue of a minimum wage. Businesses argue that government regulation of wages is an imposition on the free market and that, given the magical forces of the invisible hand, letting the market set the price for wages would produce optimal outcomes. Artificially increasing wages, on the other hand, would unduly raise prices on the public and reduce profits needed to invest in competitiveness.

This line of argument is nothing new, of course. In fact, Adam Smith addressed it in The Wealth of Nations nearly 250 years ago:

Our merchants and master-manufacturers complain much of the bad effects of high wages in raising the price, and thereby lessening the sale of their goods both at home and abroad. They say nothing concerning the bad effects of high profits. They are silent with regard to the pernicious effects of their own gains. They complain only of those of other people.

At the same time corporations have themselves been undermining the free market for wages through the abuse of non-compete agreements. Incredibly, 38% of American workers have signed some form of non-compete agreement. Of course, most of these are illegal and wouldn’t hold up in court, but serve to intimidate employees, especially low-wage workers.

That’s just for starters. Everywhere you look, free markets are under attack. Occupational licensing, often the result of lobbying by trade associations, has increased five-fold since the 1950s. Antitrust regulation has become virtually nonexistent, while competition has been reduced in the vast majority of American industries.

Perhaps not surprisingly, while all this lobbying has been going on, recent decades have seen business investment and innovation decline, and productivity growth falter while new business formation has fallen by 50%. Corporate profits, on the other hand, are at record highs.

Getting Back On Track

At the end of World War II, America made important investments to create the world’s greatest innovation economy. The GI Bill made what is perhaps the biggest investment ever in human capital, sending millions to college and creating a new middle class. Investments in institutions such as the National Science Foundation (NSF) and the National Institutes of Health (NIH) would create scientific capital that would fuel US industry.

Unfortunately, we abandoned that very successful playbook. Over the past 20 years, college tuition in the US has roughly doubled in the last 20 years. Perhaps not surprisingly, we’ve fallen to ninth among OECD countries for post-secondary education. The ones who do graduate are often forced into essentially decades of indentured servitude in the form of student loans.

At the same time, government investment in research as a percentage of GDP has been declining for decades, limiting our ability to produce the kinds of breakthrough discoveries that lead to exciting new industries. What passes for innovation these days displaces workers, but does not lead to significant productivity gains. Legislation designed to rectify the situation and increase our competitiveness stalled in the Senate.

So after 250 years, capitalism remains pretty much as Adam Smith first conceived, powerful yet fragile, always at risk of being undermined and corrupted by the same basic animal spirits that it depends on to set prices efficiently. He never wrote, nor is there any indication he ever intended, that markets should be left to their own devices. In fact, he and others warned us that markets need to be actively promoted and protected.

We are free to choose. We need to choose more wisely.

— Article courtesy of the Digital Tonto blog
— Image credits: Microsoft CoPilot

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Does Diversity Increase Team Performance?

Does Diversity Increase Team Performance?

GUEST POST from David Burkus

It’s often said by teams that “diversity is our strength.” We take for granted the idea that diverse teams bring more lived experiences, ideas, and solutions to the table. When asked, “How does diversity affect teamwork?” most leaders assume that teams composed of individuals from different backgrounds, cultures, and perspectives are more likely to approach problems from various angles and come up with innovative solutions. And hence most leaders assume that diversity is a source of greater performance.

And while that’s true—it’s not as clear cut as we assume.

When you look at the research, the relationship between diversity and high-performing teams isn’t always a positive correlation. For diversity to truly enhance teamwork, teams need to establish psychological safety and build shared understanding. Otherwise, diverse ideas, perspectives, and experiences can cause more friction than innovation.

In this article, we will explore the importance of psychological safety and shared understanding in diverse teams. By understanding the impact of diversity on teamwork and implementing these practices, teams can harness the full potential of their diverse members and achieve better problem-solving and value creation.

Psychological Safety

Psychological safety is crucial for diverse teams to tap into the benefits of diversity. When team members feel psychologically safe, they are more likely to share their ideas, take risks, and engage in open and honest discussions. As a leader, it is essential to create an environment where team members feel comfortable expressing themselves without fear of judgment or negative consequences.

One way to build psychological safety is by demonstrating vulnerability as a leader. When leaders openly share their own challenges, mistakes, and uncertainties, it creates a safe space for team members to do the same. This builds trust and shows that it is acceptable to take risks and make mistakes. By embracing vulnerability, leaders can set the tone for open communication and encourage team members to bring their authentic selves to the discussion.

Another important aspect of psychological safety is teaching respectful dissent. Disagreements are inevitable in any team, but it is crucial to handle them in a productive and respectful manner. Encouraging team members to express their differing opinions and perspectives fosters a culture of healthy debate and prevents the formation of echo chambers. By establishing guidelines for respectful dissent, teams can ensure that disagreements are seen as opportunities for growth and learning rather than sources of conflict.

Shared Understanding

Shared understanding is important for diverse teams to work together effectively. When team members have a clear understanding of each other’s work preferences, strengths, and weaknesses, they can collaborate more efficiently and leverage each other’s skills and expertise. Building shared understanding requires intentional efforts to create an environment where team members can openly discuss their working styles and expectations.

One strategy for building shared understanding is to use exercises like the “manual of me.” This exercise involves team members sharing information about their preferred communication styles, work habits, and personal preferences. By understanding each other’s preferences, team members can adapt their communication and collaboration approaches to accommodate different working styles.

Creating a team working agreement is another effective way to establish shared understanding. This agreement outlines the team’s norms and expectations, addressing questions about how the team wants to work together. It can cover topics such as communication channels, decision-making processes, and conflict resolution strategies. By collectively defining these guidelines, teams can ensure that everyone is on the same page and reduce misunderstandings or conflicts that may arise due to differences in working styles or expectations.

Diversity, when combined with psychological safety and shared understanding, enhances teamwork, and leads to improved performance. By creating an environment where team members feel safe to express themselves and fostering shared understanding, teams can tap into the full potential of their diverse members. Embracing diversity as a strength allows teams to approach problems from various perspectives, leading to better problem-solving and value creation. And that helps everyone on the team do their best work ever.

Image credit: Pexels

Originally published on DavidBurkus.com on September 11, 2023

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28 Things I Learned the Hard Way

28 Things I Learned the Hard Way

GUEST POST from Mike Shipulski

  1. If you want to have an IoT (Internet of Things) program, you’ve got to connect your products.
  2. If you want to build trust, give without getting.
  3. If you need someone with experience in manufacturing automation, hire a pro.
  4. If the engineering team wants to spend a year playing with a new technology, before the bell rings for recess ask them what solution they’ll provide and then go ask customers how much they’ll pay and how many they’ll buy.
  5. If you don’t have the resources, you don’t have a project.
  6. If you know how it will turn out, let someone else do it.
  7. If you want to make a friend, help them.
  8. If your products are not connected, you may think you have an IoT program, but you have something else.
  9. If you don’t have trust, you have just what you earned.
  10. If you hire a pro in manufacturing automation, listen to them.
  11. If Marketing has an optimistic sales forecast for the yet-to-be-launched product, go ask customers how much they’ll pay and how many they’ll buy.
  12. If you don’t have a project manager, you don’t have a project.
  13. If you know how it will turn out, teach someone else how to do it.
  14. If a friend needs help, help them.
  15. If you want to connect your products at a rate faster than you sell them, connect the products you’ve already sold.
  16. If you haven’t started building trust, you started too late.
  17. If you want to pull in the delivery date for your new manufacturing automation, instead, tell your customers you’ve pushed out the launch date.
  18. If the VP knows it’s a great idea, go ask customers how much they’ll pay and how many they’ll buy.
  19. If you can’t commercialize, you don’t have a project.
  20. If you know how it will turn out, do something else.
  21. If a friend asks you twice for help, drop what you’re doing and help them immediately.
  22. If you can’t figure out how to make money with IoT, it’s because you’re focusing on how to make money at the expense of delivering value to customers.
  23. If you don’t have trust, you don’t have much.
  24. If you don’t like extreme lead times and exorbitant capital costs, manufacturing automation is not for you.
  25. If the management team doesn’t like the idea, go ask customers how much they’ll pay and how many they’ll buy.
  26. If you’re not willing to finish a project, you shouldn’t be willing to start.
  27. If you know how it will turn out, it’s not innovation.
  28. If you see a friend that needs help, help them ask you for help.

Image credit: Pixabay

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Airlines Are Soaring to New Heights in Passenger Satisfaction

Airlines Are Soaring to New Heights in Passenger Satisfaction

GUEST POST from Shep Hyken

There’s good news for those who fly the friendly skies. The experience is getting better.

If you think about it, airlines have a simple product experience. It’s a plane that moves people. Safety is the number one priority. Beyond that, get the passengers to the destination on time. Passengers have choices in airlines. Some are more cost-efficient, such as Frontier and Spirit; or for more money, others, like American and Delta, offer higher service levels, such as first-class cabins. The passenger gets to choose.

Beyond the amenities of the major airlines, one of the most important criteria for customer satisfaction is on-time performance. Not long ago, the public’s confidence in the airlines’ ability to get people to their destinations on time was so low that I joked, “You can treat passengers terribly, but just get them to their destinations safely and on time, and they will fly you again and again.”

Yes, it’s a joke until you are the one experiencing an airline’s electronic breakdown or you’re on the wrong side of a bad storm. Consider that on-time performance can be impacted by three main factors: weather, mechanical issues and operational execution.

Safety is first, and bad weather is a legitimate reason for delays and cancellations. Mechanical issues also fall into that category. Passengers should be happy when an airline finds out about a mechanical issue while the plane is on the ground rather than in the air. However, operational execution is not a good excuse for delays and cancellations. This is what passengers are paying for. For example, a plane that lands on time but ends up delayed because there wasn’t an open gate or a ground crew available to bring the plane in and open the doors is frustrating and stressful to passengers trying to make a connection.

Good News

Aviation analytics company Cirium’s annual On-Time Performance Review has tracked on-time performance for over 15 years. In 2023, the average on-time performance for North American airlines was 74.45%. That means one out of every four flights was either delayed or canceled.

Certain airlines have a better track record than others. In North America, Delta (84.72%), Alaska Airlines (82.25%), American (80.61%) and United (80.04%) are the top on-time performers. Delta and American Airlines also ranked in the top 10 of all global airlines.

More Good News

During the pandemic, airline travel dropped to incredible lows. The return of people flying for vacation and business travel indicated that the pandemic was in the rearview mirror. However, the industry struggled as it worked out how to safely bring back employees and put planes back in the air. But that, too, is in the rearview mirror.

According to the American Customer Satisfaction Index (ACSI), the airlines’ customer satisfaction levels are at an all-time high. Passengers are rating airlines high for experiences such as check-in, boarding, cabin cleanliness and general courteous customer service. Forrest Morgeson, associate professor of marketing at Michigan State University and research emeritus at the ACSI, says, “Airline customer satisfaction has climbed to new heights, reaching scores not seen even before the pandemic disrupted travel.”

A Brighter Horizon for Air Travel

While airlines offer a straightforward service—a safe and on-time flight—there is plenty that happens behind the scenes to make an airline run smoothly. What looks simple on the surface is actually very complicated. Safety, maintenance, scheduling, weather patterns, proper staffing and much more go into running a successful airline. Outside of weather and mechanical issues, operational execution is expected and is essential to maintaining the customer’s confidence in the airline.

Data from Cirium’s annual On-Time Performance Review and the recent results from the ACSI indicate that the airlines are on track. Ongoing improvements in airline customer service and operational efficiency show that the airlines are doing their best to provide a better experience, and exercising caution for weather and maintenance issues continues to make airlines one of the safest ways to travel.

Image Credits: misterinnovation.com, Delta Airlines

This article originally appeared on Forbes.com

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The Keys to Successfully Leading Change

The Keys to Successfully Leading Change

GUEST POST from Stefan Lindegaard

In the infographic below from Justin Mecham you’ll see a comprehensive overview that serves as a source of inspiration for leading change. Regarding this, I have a question for you:

Which three aspects of this overview do you find most compelling, and why?

My top three:

  1. Motivating and persuading others, as it is crucial for everyone to understand why change is personally beneficial.
  2. The emphasis on team dynamics, acknowledging that lasting and sustainable change is achieved more effectively through collective learning and scaling rather than on an individual basis.
  3. Communicating the vision, recognizing that without a clear and well-executed communication strategy, much can be lost in translation.

I am curious on your perspectives on this.

Please leave your thoughts as a comment below.

EDITOR’S NOTE: While executing the change plan is mentioned as number eight in the infographic, the building of a change plan is completely missing. While Change Leadership is one of the Five Keys to Successful Change in the Human-Centered Change methodology, it is in the use of the Change Planning Toolkit where the magic happens. Click the link to find out more.

Image Credits: Pixabay, Justin Mecham

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Why Small Innovations Matter Now More Than Ever

Searching for Silver Linings

Why Small Innovations Matter Now More Than Ever

GUEST POST from Robyn Bolton

Do you feel like you’re drowning in a sea of bad news? You’re not alone. We’re standing in the eye of a storm of war, political division, and endless layoffs. In times like these, why bother with innovation when we’re using all our energy to survive and make sense of things?

I’ve asked myself this question with increasing frequency over the past months.  After hours of searching, querying, and reading to understand why you, me, or any other individual should bother with innovation, I can tell you two things:

  1. There’s no logical, data-backed reason why any individual should bother innovating (there are many logical, data-backed reasons why companies should innovate)
  2. Innovation is the only life raft that’s ever carried us from merely surviving to thriving.

If that seems like a big, overwhelming, and exhausting expectation to place on innovators, you’re right.  But it doesn’t have to be because innovation is also small things that make you smile, spark your curiosity, and prompt you to ask, “How might we…?”

Here are three small innovations that broke through the dark clouds of the news cycle, made me smile, and started a domino effect of questions and wonder.

LEGO Braille Bricks: Building a More Inclusive World

Lego Braille

You know them, and you love them (unless you’ve stepped on one), and somehow, they got even better.  In 2023, LEGO released Braille Bricks to the public.

By modifying the studs (those bumps on the top of the brick) to correspond with the braille alphabet, numbers, and symbols and complementing the toy with a website offering a range of activities, educator resources, and community support, LEGO built a bridge between sighted and visually impaired worlds, one tiny brick at a time.

How might a small change build empathy and connect people?


The Open Book: Fulfilling a Dream by Working on Vacation

The Open Book

Have you ever dreamed of going on vacation so that you could work an hourly job without pay?  Would you believe there is a two-year waitlist of people willing to pay for such an experience?

Welcome to The Open Book, a second-hand bookstore in Wigtown, Scotland, that offers “bibliophiles, avid readers, kindred book lovers, and adventure seekers” the opportunity to live out their dreams of running the bookstore by day and living above it in a tiny apartment by night.  The bookstore is owned and operated by a local nonprofit, and all proceeds, about $10,000 per year, go to supporting the Wigtown Book Festival.

How might you turn your passion into an experience others would pay for?


The Human Library: Checking Out Books That Talk Back

Human Library

If used books aren’t your thing, consider going to The Human Library.  This innovative concept started in Copenhagen in 2000 and has spread to over 80 countries, offering a unique twist on traditional libraries.  Readers “borrow” individuals from all walks of life – from refugees to rockstars refugees, from people with disabilities to those with unusual occupations – to hear their stories, ask difficult questions, and engage in open dialogue.

How might you create opportunities for dialogue and challenge your preconceptions?


Small Things Make a Big Difference

In a world that often feels dark, these small innovations are helpful reminders that if you are curious, creative, and just a bit brave, you can spark joy, wonder, and change.

How will you innovate, no matter how small, to brighten your corner of the world?

Image credit: Pixabay

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