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September 2010 Volume 16 Issue 9.7
The CEO Refresher is your portal to the best brains on the planet! Creative leadership, innovation, leading change, executive intelligence, insight, excellent new articles every issue, and over 2,500 articles in the archives!
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RECOMMENDED READING

The Smart Swarm The Smart Swarm
by Peter Miller
   
It's Not Just Who You Know It's Not Just Who You Know
by Tommy Spaulding
   
Open Leadership Open Leadership
by Charlene Li
   
Exceptional Service Exceptional Profit Exceptional Service Exceptional Profit
by Leonardo Inghilleri and Micah Solomon
   
Anywhere Anywhere
by Emily Nagle Green
   
Seizing the White Space Seizing the White Space
by Mark W. Johnson
   
I Love You More Than My Dog

I Love You More Than My Dog
by Jeanne Bliss
The Best of 2009!

   
Now, Discover Your Strengths Now, Discover Your Strengths
by Marcus Buckingham & Donald O. Clifton
   
The Presentation Secrets of Steve Jobs The Presentation Secrets of Steve Jobs
by Carmine Gallo
   
The Communication Problem Solver The Communication Problem Solver
by Nannette Rundle Carroll
   
Leadershift Leadershift
by Emmanuel Gobillot
   
Taming the Search-and-Switch Customer Taming the Search-and-Switch Customer
by Jill Griffin
   
Just Listen Just Listen
by Mark Goulston
   
Master Leaders MASTER LEADERS
by George Barna
   
Maestro Maestro
by Roger Nierenberg
   
The Power of Strategic Commitment The Power of Strategic Commitment
by Josh Leibner, Gershon Mader and Alan Weiss
   
On The Firm On The Firm
by Philip Bryer
   
Rebuilding Your Life After Redundancy Rebuilding Your Life After Redundancy by Janet Davies
   
Chaotics Chaotics
by Philip Kotler and John A. Caslione
   
Take Their Breath Away Take Their Breath Away
by Chip R. Bell and John R. Patterson
   
Be Yourself Be Yourself, Everyone Else is Already Taken
by Mike Robbins
   
Marketing Metrics in Action Marketing Metrics in Action
by Laura Patterson
   
Strategic Acceleration Strategic Acceleration
by Tony Jeary
   
LEADERSHIP RE:VISION Leadership RE:Vision
by Jim Seybert
   
Investing in a Sustainable World Investing in a Sustainable World
by Matthew J. Kiernan
   
The Cult of the Customer The Cult of the Customer
by Shep Hyken
   
Running with the Rhinos Running with the Rhinos
by Christian Warren
   
The Amaryllis Way The Amaryllis Way
by Derrick Mueller
   
Managing Thought Managing Thought
by Mary J. Lore
   
The Sustainable Enterprise Fieldbook The Sustainable Enterprise Fieldbook
by Jeana Wirtenberg
   
Let's Get Real or Let's Not Play Let's Get Real or Let's Not Play
by Mahan Khalsa and Randy Illig
   
Unleashing the Power of Rubber Bands Unleashing the Power of Rubber Bands
by Nancy Ortberg
   
The Leadership Challenge The Leadership Challenge
by James Kouzes and Barry Posner
   
Human Sigma
by John H. Fleming and Jim Asplund
   
Customer Service Made Easy
by Paul Levesque
   
Hit the Ground Leading!
by Angela Mondou
   
Chief Customer Officer
by Jeanne Bliss
   
Pop!
Stand Out in Any Crowd!
by Sam Horn
   
Big Vision, Small Business
by Jamie S. Walters
   

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  Subscribe to The CEO Refresher - Now Weekly!
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  Desktoy by Ron Matzov  
Every week we add new Featured Articles, new Special Features, links to Interesting articles, blog posts and videos, new sample articles from the Archives, new Quotes, and the latest Books. Please visit often for the executive intelligence you need to lead well in these turbulent times. A subscription is required to access over 2,500 excellent articles in the Archives. Check out the Members Benefits page for several exclusive offers including free eBooks!
 
       
 
   
  WHAT'S NEW?  
 
 
       
  Recently Read and Highly Recommended!
... brain food for business!
 
 
Open Leadership
  The Smart SwarmThe New ExpertsWander WomanStick Out Your Balance Sheet and CoughRethinking Risk  
         
 
 
   
  How Great Service Transformed Zappos.com
Tony Hsieh CEO, Zappos.com
 
 
Desktoy by Ron Matzov
 
We are very pleased to partner with Meet the Boss TV to feature an excellent video interview with Tony Hsieh, CEO of Zappos.com. From visionary entrepreneurs to Fortune 500 CEOs, MeetTheBoss TV interviews focus on the business challenges that matter today, clearly explaining the solutions, competitive strategies, people, and thinking around them. >> Watch the full video here!
 
         
         
  FEATURED ARTICLES  
 
 
 
   
  Ten Tips for More Effective Meetings
by Michael H. Smith, Ph.D.
 
 
Michael Smith
 
Are you like many of my clients who gripe about numbing, deadening meetings? As one publication put it, "days, weeks, months, years of our lives are slipping away in stuffy, overcrowded conference rooms”. Little appears to be accomplished and no one seems to be able to do anything about it. Let me offer you ten tips for turning around your unproductive meetings.
 
         
 
 
   
  Being "On-Emotion" Leads to Marketing Success: Guidelines for Moving Beyond Twentieth Century On-Message Marketing
by Dan Hill, President, Sensory Logic
 
 
About Face
 
Recent breakthroughs in neuro-science confirm what we marketers know in our guts, but sometimes forget in the day-to-day rush of preparing the next ad campaign launch. Namely, everybody feels (emotions) before they think (rational decision), and without generating the appropriate emotional response, no ad campaign can succeed. Here are some guidelines to help avoid that fate.
 
         
 
 
   
  Why Women Executives and Entrepreneurs Should Look to Mentoring!
by Karel Murray, CSP, DREI
 
 
Karel Murray
 
Responsibility for our communication efforts, interactions, and intent must be fully accepted by us if we choose to become a mentor, informally or formally. There is no room for “off the cuff remarks” because when an individual is a mentor, the mentee places you in a position of trust and honor. It is your duty to handle it delicately and respectfully.
 
         
 
 
   
  Seven Steps Toward Conducting Actionable Employee Research
by Bob Beaulaurier, Research 13
 
 
Bob Beaulaurier
 
Savvy CEOs think of employees like customers, because they are, and they can leave just like customers. I have conducted numerous employee surveys for hospitals, utility companies, software companies and high tech firms both locally and internationally and I firmly believe that the critical thing to keep communications going with employees is to listen and take action. 
 
         
 
 
   
  The Unpaid Consultant 
by Landy Chase
 
 
Landy Chase
 
Whether you are a car salesman, a financial advisor, a copier rep, a lawyer, or a plumber, customers can get what you sell from dozens of other people who offer the same thing. In a me-too world, good advice – ideas that help customers to make better decisions – trumps, by a wide margin, the value of your “wares”. 
 
         
 
 
   
  How Do You Define Success?
by Stephanie Marston, MFT
 
 
Stephanie Marston
 
To a great extent the way we act and what we invest our time and energy in is based on how we feel we can achieve success.  But what is success?  Please spend a few minutes and consider how you define success.
 
         
 
 
       
  Three Conversations to Improve Your Workplace
by Ed Muzio
 
 
Edward Muzio
 
Are you having a bad week at work, or maybe a series of bad weeks? Have you sadly concluded that the pay you receive is not in exchange for your output, but rather for your willingness to tolerate misery? You don't have to buck up, think positively, or set a better example. Instead, I just want you to have three simple conversations next week. I don't even care who you talk to, as long as you discuss these three topics. (Includes an excellent video - ed.)
 
         
 
 
   
  A New Take on Resolving Intergenerational Workplace Conflict
by Larry and Meagan Johnson
 
 
Generations Inc.
 
Having observed and studied the generational characteristics of the five major working generations, we have identified distinct generational characteristics that have an impact on work styles, team behavior, and communication styles. Since conflicts often arise in a multigenerational environment, it's helpful to have some understanding of the differences between employees of distinct generations.
 
         
 
 
   
  Five Easy Ways to Build Your Digital Reputation
by Fauzia Burke
 
 
Fauzia Burke
 
Social media has given us great ways to protect and build our digital reputations. Today we have the ease of searching conversations, the ability to set alerts to help us monitor our names, the constant availability of learning opportunities and more ways to communicate and interact with others.
 
         
 
 
   
  Focusing on the Bigger Picture: Why a Name Change is Needed for “Change Management”
by Laura Stone
 
 
Laura Stone
 
At times the best way to figure out what something is may be to figure out what it’s not. The term “change management” misses an integral and much-needed strategic component: that line of sight at all times to the most critical work and those most impacted by the work. Who keeps score on the satellite level so that all stakeholders understand where we are in the bigger picture?
 
         
 
 
   
  Beyond Gen Y: Discovering the Truth About"Post-1988" Females
by Dr. Bob Deutsch and Heidi Dangelmaier
 
 
Bob Deutsch
 
Count the Post-88s at the head of the pack when it comes to seeking to discover and express more of their true identity. For them to approve a product, it must reflect and expand these young women's sense of authenticity. Everything else is simply lost in translation.
 
         
       
  Leading for Sales Performance: Can Your Managers Answer These 5 Critical Questions?
by Michael Leimbach, Ph.D., Wilson Learning
 
 
Michael Leimbach
 
Sales leaders and managers can have a great impact on the performance of their people and many have come up through the ranks but have little leadership training. This article looks at 5 key questions that leaders really need to address to achieve top performance from his or her team.
 
         
 
 
   
  HP Brand Was Slipping Before Hurd Slipped
by James R. Gregory, CEO, CoreBrand
 
 
CoreBrand
 
Mark Hurd served as the CEO of HP since 2005. He was known on Wall Street as a cost-cutter. Cost cutters tend to be loved for their short-term financial gains, but there is a flaw to their management style in that they typically find it difficult to build the long-term value of their corporate brand.
 
         
 
 
   
  The Obama Grassroots Campaign - Seven Reasons Why Your Organization Can’t Duplicate It
by Amy Showalter
 
 
Amy Showalter
 
I can hear you saying, “Hold on, Showalter, this is America, we can be anything we want to be!”I’m sorry to tell you this – but when it comes to grassroots movements, you can’t. Please allow me to explain.
 
         
 
 
   
  Most Companies Get Leadership Wrong
by Michael Beck
 
 
Michael Beck
 
In order to be a great company, the culture of bringing out the best in others must permeate the entire organization.  Let me offer some perspective on how to make that happen.  In order to do that, three questions need to be asked and answered.
 
         
 
 
       
  Strategy: The Critical Link between Marketing Objectives and Programs
by Laura Patterson, President, VisionEdge Marketing
 
 
Laura Patterson
 
Most organizations are very careful when it comes to spending marketing dollars, but sadly far too many businesses are not careful when it comes to one of the most important steps related to marketing effectiveness – strategy.   This article offers criteria for strategy selection and recommends next steps for strategy development and evaluation. 
 
         
 
 
   
  Do You Sabotage Your Own Change Initiatives?
by Anne Riches
 
 
Anne Riches
 
The critical message for us as managers is that when we have to bring about changes in the behaviour of others at work (or at home for that matter) we need to be actively conscious that subconsciously our team's mirror neurons are watching us for information about how to behave.
 
         
 
 
   
  Optimal Conditions
by JoAnna Brandi
 
 
JoAnna Brandi
 
Every time I think of the term "optimal conditions" I remember the time I had the opportunity to study with Dr. Olaf Isachsen, author of the 'Joining the Entrepreneurial Elite' and 'Common Sense Isn't That Common Anymore.' Dr. Isachsen has the ability to distill complex ideas down to simple concepts and often has a sentence or two that ends up in my "keeper" file and as the subject of one of my tips.
 
         
 
 
   
  Put The Candle Back
by Stephen Balzac
 
 
Stephen Balzac
 
The experience of changing something in one part of the business causing an apparently unpredictable reaction in another part of the business is, sadly, far too common. How information moves through the system varies according to the roles people play, the way communication is handled, and the unwritten, implicit assumptions that people make.
 
         
 
 
   
  Six Powerful Prospecting Tips
by John Boe
 
 
John Boe
 
Why is it that some sales reps consistently earn a six-figure annual income while other reps, putting in the same hours, selling the same products and trained by the same sales manager struggle each month financially to make ends meet? The answer to this question is painfully simple; the six-figure sales reps spend more time on the phone and never forget to ask for referrals!
 
         
 
 
       
  Accessing Your Inner Guidance
by Brian Tracy
 
 
Brian Tracy
 
You must absolutely trust that what is right for you is the right thing to do. You must never compromise on what your inner voice tells you to do. You must never go against what you feel to be correct. You must develop the habit of listening to yourself and then acting on the guidance you receive.
 
         
 
 
   
  Business Leaders: Here’s A Simple Communication Strategy to Improve Employee Performance
by Skip Weisman
 
 
Skip Weisman
 
Whenever providing feedback to request a change in behavior to achieve greater, more positive results, it is vital to communicate with a focus on the new, desirable behaviors and actions. Here is a three-step exercise to help you transform any list of undesirable behavior into the preferred desirable behavior.
 
         
         
 
SPECIAL FEATURES
 
 

 
   
   
  Steve Kayser  

Whatever business you’re in you have a story. If it’s a good story it informs, educates, entertains and helps people down a path to find a solution to the problem they have. How to learn storytelling, story-selling secrets from the masters to help turn your content into cash.

 
         
 

 
   
   
  Ruth Garrett  
Life is for purposefully and consistently growing into the best and truest version of ourselves. It is for creating a life that is meaningful, filled with passion and a feeling of fulfilment. The good news is that if we do not already have the life we desire and want we can create it.
 
         
 

 
   
 

Light the Night Walk

 
  Lori Richmond  

Light The Night Walk is The Leukemia & Lymphoma Society's evening walk and fundraising event. It is the nation's night to pay tribute and bring hope to thousands of people battling blood cancers and to commemorate loved ones lost. Please support your local event and support Lori Richmond, a very special and courageous friend who is leading her Doubletree San Antonio Downtown's team in the walk. >>Donate here!

 
         
 

 
   
 
The Positive Leader
An inspiring two day workshop!
 
  JoAnna Brandi  
Leaders who know how to cultivate positive emotion in the workplace tap into an endless well of psychological capital – hope, optimism, confidence, resilience – that has the power to keep the organization innovating, creating value and astonishing their customers even in tough times. This workshop is a most positive step towards bringing more happiness and well being to your customers, employees and your bottom line. >>Read More
 
         
 

 
   
 
Conscious Business
from Jamie Walters
 
  Jamie Walters   A conscious, inspired mind and spirit lends itself to conscious, inspired expressions of work that align with and express the highest values, and have effects that are constructive rather than destructive.

More in Conscious Vision @ Ivy Sea Online!

 
         
 

 
   
 
What Does Great Performance Look Like?
from High Performance Retail
 
  High Performance Retail  

All businesses and organizations can create a more mindful and profitable future by unleashing the creativity and talent of people. We can help you create a high performance culture and implement proven best practices to achieve significant and sustainable increases in sales and bottom line profits, accompanied by aligned, positive and committed people, and exceptionally satisfied and loyal customers.

 
         
 

 
   
 
Free Trade Magazine Subscriptions
refresher@TradePub.com
 
   
TradePub.com is your gateway to thousands of trade publications and resource material. Browse through the extensive list of free Executive and Management magazines, white papers, downloads and podcasts! Simply complete the application form and submit it. All are absolutely free to professionals who qualify.
 
         
 

 
   
   
   

To go beyond customer service for strategic advantage you will have to embrace a new concept. It is the only position to take that matters and makes a meaningful difference. (This article is an excerpt from 1001 Ways to Wow Your Customers! - a 162 page eBook of great customer service stories to entertain, illuminate and inspire. You can purchase the eBook here, or get it free with your subscription to The CEO Refresher! )

 
         
         
 
INTERESTINGNESS
 
 

 
     
 

What Physics Taught Me About Marketing
Dan Cobley is a marketing director at Google, where he connects customers and businesses, helping both navigate digital space to find what they need.

The Happy Planet Index
Nic Marks gathers evidence about what makes us happy, and uses it to promote policy that puts the well-being of people and the planet first.

The End of Management
Corporate bureaucracy is becoming obsolete. Why managers should act like venture capitalists.

The Game Layer on Top of the World
"Proud Princeton dropout" Seth Priebatsch runs SCVNGR, a mobile start-up trying to build the game layer on top of the world.

The Beauty of Data Visualization
David McCandless draws beautiful conclusions from complex datasets -- thus revealing unexpected insights into our world.

Sex, Drugs and HIV - Let's Get Rational
Armed with bracing logic, wit and her "public-health nerd" glasses, Elizabeth Pisani reveals the myriad of inconsistencies that prevent our dollars from effectively fighting the spread of HIV.

Is Google Making Us Stupid?
What the Internet is doing to our brains, from Nicholas Carr.

The Riddle of Experience vs. Memory
Nobel laureate and founder of behavioral economics Daniel Kahneman reveals how our "experiencing selves" and our "remembering selves" perceive happiness differently.

The Post-crisis Consumer
John Gerzema says there's an upside to the recent financial crisis -- the opportunity for positive change.

The 4 Ways Sound Affects Us
Julian Treasure studies sound and advises businesses on how best to use it.

CEO's, Don't Spend Your Time Being Average
Innovation will take you boldly into your future and leave the pull to equilibrium in the dust.

Forgiveness: The Intelligent Choice
Making forgiveness a part of our operating system is a key aspect of emotional intelligence: it is taking ownership of our own emotional reactions.

... more interestingness!

 
         
         
 
FROM THE CEO REFRESHER ARCHIVES - N.B. Subscription Required!
 
 

 
       
   
  Edward Vintner  
The Second Life economy is significant and shopping and retailing - buying and selling "stuff" - is a key element of the in-world experience for most residents. And just as in the real world, retailing in Second Life is evolving and spans a wide spectrum from the most hap hazard "flea markets" to more sophisticated and focused branding. Here are some of the "realities" of virtual reality.
 
         
 

 
   
   
 
Jim Seybert
 
It’s easy to confuse leadership and management. Some managers are also leaders, and some leaders do a good job of managing. The two functions are often interchanged and combined, but they are not the same. As the leader, you’re the one who stands at the door and says, “Come and look outside. I’ve seen what’s out there, and it’s awesome,” or “I know the policy manual says to follow this procedure, but I think we need to try something different.”
 
         
 

 
       
   
  Barry Shulman  
One of the most surprising outcomes of the 2007-2009 recession is that talent acquisition - particularly top talent - is actually harder, not easier, than before the downturn.  Despite the fact many well-respected, out-of-work executives are clamoring to get back in the game, surveys show companies are failing to find the right talent to fill reinstated positions.
 
         
 

 
   
   
  Dan Elash  
Ever wonder where the creative energy goes in organizations that are staffed by bright and competent people? What happens that causes partnerships, started in hope to sour? In this article we’ll explore one of the dynamics that drains these relationships of their good energy, and we’ll offer a simple antidote that can revitalize the constructive bonds that generate goodwill and which cause people to pull together toward common goals.
 
         
 

 
   
 
The Best of The CEO Refresher 2009
... brain food for business!
 
  Desktoy by Ron Matzov  
Here are 25 of the best articles articles featured on The CEO Refresher in 2009, along with the best special features, links to interesting articles and videos, and most memorable quotations. We thank all of our contributors for their excellent work, and thank you for your continued interest and support. Enjoy! (ed.)
 
         
 

 
   
   
   
Here are 25 of the best articles on Executive Performance in The CEO Refresher Archives. Get into the archives and go deep to find a wealth of executive intelligence!

There are over 125 articles here - Executive Performance

 
         
         
 

 
   
 
Best of The CEO Refresher on Leadership
from The CEO Refresher Archives
 
  Desktoy by Ron Matzov  
Here are 25 of the best articles on Leadership in The CEO Refresher archives. There are over 300 excellent articles in three Creative Leadership collections - enjoy!

Creative Leadership I | Creative Leadership II | Creative Leadership III

 
         
 

 
   
 
Best of The CEO Refresher on Communications
from The CEO Refresher Archives
 
  Political Correctness by Ron Matzov  
Here are 25 of the best articles on Communications, Public Speaking and More Effective Meetings in The CEO Refresher Archives. There are over 150 articles in the three archives below:

Communications | Public Speaking | More Effective Meetings

 
         
 

 
   
 
Best of The CEO Refresher on Leading Change
from The CEO Refresher Archives
 
   
Here are 25 of the best articles on Leading Change in The CEO Refresher Archives. Get the edge - get into the archives and go deep to find a wealth of insight!

There are over 100 articles here - Leading Change

 
         
         
FINAL THOUGHTS


To know even one life has breathed easier because you have lived. This is to have succeeded.
Ralph Waldo Emerson

It's never too late to be what you might have been.
George Eliot

There is never a wrong time to do the right thing.
John Chappelear

Always do right; this will gratify some and astonish the rest.
Mark Twain

In politics stupidity is not a handicap.
Napoleon Bonaparte

Learn from the mistakes of others, you’ll never live long enough to make them all yourself.
Ralph Waldo Emerson

If you interview like a stiff, and go to work for stiffs, don’t be surprised if you turn out to be a stiff.
Tom Peters

The right thing to do never requires any subterfuge; it is always simple and direct.
Calvin Coolidge

Difficult things take a long time, impossible things a little longer.
André A. Jackson, from Jeffrey Fry

...more quotes in Word & Wisdom - The Greatest Thoughts!

 


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Thank you for your interest.

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INSIGHT/THOUGHT LEADERS
  The CEO Refresher Insight/Thought Leaders   Creating a More Mindful and Profitable Future
       
    John Mauldin
Market Insight - Thoughts from the Frontlines
       
  Jamie Walters   Jamie Walters
Visionary Resources for Living True and Working Well
       
    Anne Riches
The Almond Effect®
       
    JoAnna Brandi
The Customer Care Coach
       
  Laura Patterson   Laura Patterson
Vision Edge Marketing
       
  Liz Weber   Liz Weber
Insights into Leadership
       
    John Renesch
Getting to the Better Future
       
  Jill Griffin   Jill Griffin
Loyalty Solutions
       
  Jim Stovall   Jim Stovall
Expect the Best!
       
  Jeanne Bliss   Jeanne Bliss
Customer Bliss
       
  Mike Robbins   Mike Robbins
Appreciation and Authenticity
       
  Kare Anderson   Kare Anderson
Say It Better
       
  Dawn-Marie Turner  

Dawn-Marie Turner
ThinkTransition™

       
    Dr. Mark Goulston
Usable Insight
       
    Tom FitzGerald
Preemptive Turnaround
       
  Sally Lever   Sally Lever
Downshifting, Sustainable Living, Sustainable Business
       
  Jim Seybert   Jim Seybert
Leadership RE: Vision
       
    Angela Mondou
Hit the Ground Leading!
       
    Eileen McDargh
Straight-up Insights on Work and Life Leadership
       
  Paul Sloane   Paul Sloane
Destination Innovation
       
    Estienne de Beer
Grow People - Grow Performance
       
  Dianna Booher   Dianna Booher
Communicate with Confidence
       
    Stephen Dent
Partnering Intelligence
       
  Mary Lore   Mary J. Lore
How Do Your Thoughts Rule Your World?
       
  Shep Hyken   Shep Hyken
Moments of Magic™
       
    Maureen Blandford
The MindTime Group
       
  Nancy Ortberg   Nancy Ortberg
Unleashing the Power of Rubber Bands
       
  Christian Warren   Christian Warren
Running with the Rhinos
       
  George Barna   George Barna
Examine, Illuminate, Transform!
       
    Bob Prosen
Less Talk, More Results!
       
  Sam Horn   Sam Horn
POP! of Mind - Break Out Instead of Blend In!
       
    Alexander Kjerulf
Daily Reports from the Chief Happiness Officer
       
    Ed Horrell
The Kindness Revolution
       
    Dean Robb, Ph.D.
Renewable Corporate Entrepreneurship
       
    Marie J. Kane
The Superb Organization
       
  Paul Levesque   Paul Levesque
Customer Service Made Easy
       
    Bernie DeKoven
It's Good to Have Fun!
       
  Jackie Bassett   Jackie Bassett
Aligning Technology with Business Strategy
       
    Lisa Sidorowicz
Core Belief Engineering
       
    Dudley Lynch
Leaping Free of an Outdated Human Nature
       
    Jeff Mowatt
Influence with Ease®
       
    Ilene Rosoff
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