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Being a leader in the age of Generative AI. Jun 13, 2023

Those of you who remember tomato ketchup in glass bottles (as opposed to the squeezy kind) will remember how you had to shake and shake the bottle...

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The greatest challenge for todayā€™s leader Jun 02, 2023

 

A quick scan of the headlines in any current media does not make for happy reading.  Climate change (going to wipe out most living...

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The Power of Love in Leadership: How Empathy and Compassion Drive SuccessĀ  May 31, 2023

Leadership is often associated with strength, determination, and a relentless pursuit of success. But what if there was another way to lead, one...

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"We need some firm management around here" Apr 25, 2023

I once worked for the international arm of a US company at a time when we were going through what was politely known as “reduction in...

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The Customer Focussed Leader #behaviours #capabilitydevelopment #competencyframeworks #customerleadership #customersuccess #skills #winningteams Apr 19, 2023

At Defy Expectations we are pretty passionate about the 6 Real-World Capabilities of Great Leadership we have defined. Also of the detailed...

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Never mind what you think, how do your customers see you? Apr 18, 2023

Great customer service is like great cooking – you know it when you experience it.  I experienced it this week from my favourite...

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Where great customer service begins Apr 13, 2023

My wonderful colleague #vickyhampson has been writing about customer focus and talking about her experiences of customer service. That prompted me...

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Decidedly average to greatest experiences #capabilitydevelopment #coaching #customerexperiences #customerleadership #defyexpectations Apr 12, 2023

Unhappy shopping and service experiences - one of those things, or a thing that can be fixed? 

We are all pragmatic realists here at Defy...

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The future lies in front of us - there is no going back #innovation ai artificial intelligence Apr 05, 2023

Every time an exciting new technology appears the world seems to divide into two camps:

  1. It’s going to destroy us all/take away our jobs/...
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How to become a different of type of leader #executivecoaching #leadership #leadershipdevelopment #transformational leadership Mar 20, 2023

Some say that leaders are born, not made.  Most of the evidence says that leadership is a learned skill.  Anyone can be a leader, but...

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When does the Transformational Journey begin? Mar 13, 2023

Transformation is a very popular word at the moment.  Every company seems to be transforming.  We transform ourselves, our environment,...

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Would you know a Transformational Leader if you met one? #leadership #transformational leadership Mar 07, 2023

We have six core skills that we, at Defy Expectations, believe are fundamental to success today. 

Transformational leadership is probably the...

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