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Empowering Customers with Mobile Applications: How To Boost Your Company's Image Using Social Technologies
Bernoff, Josh; Schadler, TedCapítulo de Libro HBS-7033BC-EIncreasingly, your customers are turning to their mobile devices to find information about your company's products and services-and they expect you to be there to help them. You have a choice to make: You can align yourself with these customers, empowering them with mobile offers, mobile information, and mobile customer service, or you can let them find whatever happens to come their way via the Internet. Mobile web users-the "mass mavens" who sp...Desde 8,20 €
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Empowered
Bernoff, Josh; Schadler, TedArtículo HBS-R1007H-ELiderazgo y Dirección de personasAfter his guitar was broken on a United Air Lines flight and the airline rejected his damage claim, musician Dave Carroll made the YouTube video "United Breaks Guitars," which more than 8 million people have viewed. Carroll is far from alone in having employed social media to lambaste a company for poor customer service. For example, one popular blogger advised her million-plus followers on Twitter not to buy Maytag appliances. But the very techn...Desde 8,20 €
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Leadership in a (Permanent) Crisis
Heifetz, Ronald; Grashow, Alexander; Linsky, MartyArtículo HBS-R0907F-ELiderazgo y Dirección de personasThe current economic crisis is not just another rough spell. Today's mix of urgency, high stakes, and uncertainty will continue even after the recession ends. The immediate crisis - which we will get through with policy makers' expert technical adjustments - sets the stage for a sustained, or even permanent, crisis, a relentless series of challenges no one has encountered before. Instead of hunkering down and relying on their familiar expertise t...Desde 8,20 €
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Design Effective Interventions: Mobilizing People to Tackle an Adaptive Challenge
Heifetz, Ronald; Grashow, Alexander; Linsky, MartyCapítulo de Libro HBS-3280BC-ELiderazgo y Dirección de personasEffective interventions mobilize people to tackle an adaptive challenge. They may be designed to make progress at any point in the process: for example, to surface a difficult issue, quash a diversion, or move people forward through a difficult period. At whatever stage of the process you are intervening, this chapter provides a checklist, a series of practices that can make your interventions more effective. This chapter was originally published...Desde 8,20 €
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Diagnose the System: The First Step in Leading Adaptive Change
Heifetz, Ronald; Grashow, Alexander; Linsky, MartyCapítulo de Libro HBS-3275BC-ELiderazgo y Dirección de personasThe first step in tackling any adaptive challenge is to take a step back so you can see how your organizational system is responding to it. From this perspective, you will gain a clearer view of your company's structures, culture, and default responses to problems. You will grasp the nature of the adaptive challenges at hand, and map the networks of political relationships that will be relevant to how effectively you mobilize people to deal with ...Desde 8,20 €
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Before You Begin: Preparing Yourself for the Challenges of Adaptive Leadership
Heifetz, Ronald; Grashow, Alexander; Linsky, MartyCapítulo de Libro HBS-3274BC-ELiderazgo y Dirección de personasTo successfully lead adaptive change, you must connect with the values, beliefs, and anxieties of the people you are trying to move. But in addition to mobilizing others, adaptive leadership requires you to do some introspective work as well. Practicing adaptive leadership is difficult on the one hand and profoundly meaningful on the other--it is not something you should enter into casually. This chapter provides four tips to consider before taki...Desde 8,20 €
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Qualities of an Adaptive Organization: How Does Your Organization Measure Up
Heifetz, Ronald; Grashow, Alexander; Linsky, MartyCapítulo de Libro HBS-3278BC-ELiderazgo y Dirección de personasDiagnosing the organizational system, the adaptive challenge at hand, and the political landscape in an enterprise takes time, careful thought, and courage. You have to improvise creatively and responsively as you engage stakeholders inside and across the boundaries of your organization. Some organizations have the keen external sensors, internal norms, and a critical mass of people to do this. What distinguishes these enterprises? What makes som...Desde 8,20 €
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Run Experiments: Leading Adaptive Change with an Experimental Mindset
Heifetz, Ronald; Grashow, Alexander; Linsky, MartyCapítulo de Libro HBS-3294BC-ELiderazgo y Dirección de personasLeadership is an improvisational art. Everything you do in leading adaptive change is an experiment. Many people, however, fail to see it that way, feeling and succumbing to the enormous pressure to produce certain results from their actions. Framing everything as an experiment offers you more room to try new strategies, to ask questions, to discover what's essential, what's expendable, and what innovation can work. This chapter will help you ado...Desde 8,20 €
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Make Interpretations: Helping Your Team Recognize and Deal with Adaptive Challenges
Heifetz, Ronald; Grashow, Alexander; Linsky, MartyCapítulo de Libro HBS-3279BC-ELiderazgo y Dirección de personasWhen a problem is identified, people gravitate toward interpretations of the problem that are technical rather than adaptive, benign instead of conflictual, and individual rather than systemic. These kinds of problems are seen as having easy, painless solutions. Your job in exercising adaptive leadership is to wean people away from these interpretations and nudge them towards recognizing adaptive elements of the challenge, with the ultimate goal ...Desde 8,20 €
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Act Politically: Winning Allies and Managing Opponents of an Adaptive Challenge
Heifetz, Ronald; Grashow, Alexander; Linsky, MartyCapítulo de Libro HBS-3281BC-ELiderazgo y Dirección de personasPeople who think politically understand the relationships and concerns among people in an organization. Ignore the human complexities when you try to lead adaptive change, and you greatly reduce your chances of succeeding. Acting politically means using your awareness of the limits of your own authority, and of stakeholders' interests, as well as power and influence networks in your organization, to forge alliances with people who will support yo...Desde 8,20 €