News
Digital Powerlessness: Why Poor Customer Service Costs Market Share
Digital powerlessness in customer service is no longer a fringe phenomenon – it has become part of the everyday experience many customers have with German companies. The next lost market share rarely comes from a bad product. Most of the time, a company loses its...
Leadership Culture and Performance Culture: Lessons from Austin
Leadership culture and performance culture are concepts that are widely discussed in organisations across Europe. Yet what they truly mean in practice is something I did not learn in a seminar. Instead, I learned it at the annual convention of the National Speakers...
Crisis Communication Leadership: Clarity Not Speed
Crisis communication in leadership rarely fails because of a wrong statement. Instead, it fails because of the silence that comes before it. When organisations come under pressure, many leaders initially wait – to verify facts, clarify responsibilities and avoid...