Corporate Hypocrisy II
I’ve been thinking a lot recently about Corporate Hypocrisy, or more specifically about how to combat it. One of the most surprising aspects of our recent surveys on customer experience was the extent...
View ArticleBasic Psychological Needs
Awhile back, I posted about Self Determination Theory (SDT). SDT is one of the most promising and well-validated fields of psychological inquiry to have emerged in the last 25 years. Briefly, it...
View ArticleCustomer Experience vs. Customer Memory
It’s nearly 11pm on a Saturday night, and psychology nerd that I am, I just finished watching the one of the most fascinating 20 minute presentations I have ever seen. I might as well have just...
View ArticlePower and Hypocrisy: Lessons from Penn State
“Power corrupts. Absolute power corrupts absolutely.” “Win with honor.” For decades, that was the motto of the storied Penn State football program, and its legendary coach Joe Paterno. And for all...
View ArticleWe Need Better Solutions For Customer Loyalty in Long Term Care
I’ve spent the last few months researching the various benchmarking and Voice of the Customer platforms that are available to the Long Term Care industry. My conclusion: what the industry really needs...
View ArticleCan Mirrors Make Us Less Hypocritical?
[MAJOR CAVEAT: When I blog about corporate hypocrisy, I don't want anyone to think that I am pointing fingers or getting on a soapbox. The entire purpose of posts about this issue is to raise...
View ArticleIntentional Leadership
When Signature began developing our service values, we had no idea where the project would lead us. Our first steps along the path were faltering, self-conscious, and uninspired. We looked to...
View ArticleAutonomy-Supportive Leadership Prevents Falls, Wounds
Recenty, Signature asked our Administrators and Directors of Nursing to complete a brief survey on how they dealt with struggling employees. We called it the “Work Styles Questionnaire.” With a...
View ArticleBorn to Die
Growing up, I never really observed Lent. I had a good idea of what it was because I attended a Christian school and my Methodist family went to church every Sunday. But for whatever reason, the...
View ArticleThe Big “Why?”
If you work in long term care long enough, a bit of a bunker mentality can start to take hold. You feel beset on all sides by enemies: bureaucrats adding to a regulatory burden that already exceeds...
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