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Be. Do. Say. The Foundation Of Authentic, Trusted Leadership

Be. Do. Say. The Foundation Of Authentic, Trusted Leadership

Executive Onboarding, Service

In their town, deep in the last century, the paramedics and emergency medical technicians that staffed the life squad’s ambulance were volunteers. They were on call for twelve-hour shifts and carried beepers so they could be summoned whatever they were doing. He was...
How Naming Jane Fraser CEO Advances Citibank’s Client Focus

How Naming Jane Fraser CEO Advances Citibank’s Client Focus

Executive Onboarding, Service

Ultimately, all banks are in the client service business. Their product, money, is the ultimate commodity in that its value is literally written on its face. While that can design new services, and enroll interesting partners, they ultimately win or lose based on the...
How To Deliver Extraordinary Customer Experience Even When People Don’t Want Your Help

How To Deliver Extraordinary Customer Experience Even When People Don’t Want Your Help

Leadership Skills, Service

The higher customers’ expectations, the harder it is to satisfy them. But it’s hardest to satisfy customers that don’t want to engage with you at all. In that case, embrace the challenge, get the components in place, and then orchestrate delivery with the passion your...
Why You Should Outsource All Your Support Functions

Why You Should Outsource All Your Support Functions

Executive Onboarding, Service

No one dreams of working in a second-class support function. They dream of doing something important. Thus any distinction between “line” and “staff” or “operating” and “support” sets up a counter-productive hierarchy of...
How To Fix The Fundamental Flaw In How You Measure Customer Satisfaction

How To Fix The Fundamental Flaw In How You Measure Customer Satisfaction

BRAVE Leadership, Service

It’s frightening how many organizations say they care about customer satisfaction and how many of them are measuring the wrong thing the wrong way and then doing the wrong things with the information anyway. The fix is measuring satisfaction on an actionable dimension...

Why You Must Rethink Your Attitude To Service Recovery

BRAVE Leadership, Service

Things go wrong. Good companies make them right. Great companies go beyond that to making the people who were wronged feel better. The lifetime value of loyal customers is common knowledge. The impact disgruntled customers can have is known to be enormous. Why then...
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    John Hall

     

    Leadership expert with 30+ years of strategic, operational, and organizational leadership experience in a wide range of environments. As 2-time Navy SEAL Commander, learned and applied force-multiplying techniques to help teams deliver superior results. As President and CEO of Voxtec International, and previously as COO as well as interim CFO and CRO at Platform Science, John led teams to strong performance during various stages of high growth. Strong emphasis helping leaders and teams simplify complex situations and commit to high-participation continuous improvement. Astute at connecting strategic goals to operational improvements and financial performance. Accomplished competitive rower. BS Operations Analysis, US Naval Academy; MBA, The Wharton School.

    Susanne Pennella
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    An Austrian native with 20+ years of Management, Human Resource and Legal experience in Europe and the United States. Her rare ability to think cross-functionally as well as cross-culturally led to outstanding successes at Procter & Gamble in both brand management and human resources. Susanne was also a Law Professor and Assistant District Attorney. Doctorate in Law, Salzburg University.
    George Bradt
    Chairman & Founder
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    Led the revolution in how people start new jobs. Prior to founding PrimeGenesis, George served as chief executive of J.D. Power’s Power Information Network spin off and in general management, marketing and sales at Coca-Cola in Europe and Asia, Procter & Gamble and Unilever. Principal of CEO Connection and contributes a weekly column to Forbes.com, The New Leader’s Playbook. AB Harvard; MBA Wharton.
    Mazher Ahmad
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    Mazher Ahmad

     

    Global business and HR executive with leadership roles including Chief Talent Officer at Regeneron Pharmaceuticals, Global Head of Talent & Org Development at Ortho Clinical Diagnostics, Chief People Officer at KIPP Foundation and Principal at Philosophy IB / Heidrick & Struggles. Proven track record of developing executives and leadership teams in the Americas, Europe and Asia during times of transition and acceleration. PCC-level ICF Executive Coach; BA University of Pennsylvania; MBA University of Chicago Booth School of Business.

    Tony Botterill
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    Partners with executives to drive change across a range of business sectors, supporting them through high-stakes transitions. Tony supports leaders and teams in onboardings, new team start-ups, team integration, major project performance and trouble-shooting, leveraging dozens of client engagements – including BP, Petrofac, Talisman Sinopec, HBOS, Reuters, Cisco Systems and Lloyds Banking Group.
    Jeff Scott
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    Former CEO, President, COO, and CTO in public and private equity backed companies.  CEO at On Campus Marketing, President at Accuity, COO at GAIN Capital, CTO at Thomson Financial.  Strong track record as a leader in complex transitions in information, media, and retail businesses with emphasis on digital transformations and M&A integration.  BS University of Dayton; MBA University of Maryland.

    Thomas Yang
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    Formerly President, International Callaway, SVP International Starbucks, senior leadership positions internationally with Coca-Cola, Procter & Gamble, and Clorox. Board of Advisors University of San Diego Business School. Board of Governors of Gemological Institute of America. BS University of Colorado; Masters Degree for the American Graduate School of International Management (Thunderbird).
    Mary Vonnegut
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    Formerly President Gumps Catalog & SVP Marketing Hanover Direct, VP Marketing Ross-Simons and COO Passport Internationale. Experience in strategic planning, database marketing, direct response merchandising and merchandise fulfillment operations. Diverse categories from high-end jewelry to moving and storage franchise services in entrepreneurial and corporate environments. BA Middlebury College; MBA Harvard.
    Mark Anderson
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    Operating executive with experience in Europe and Asia. Leadership roles at Pearson, including Managing Director UK, Managing Director Europe and Strategy-International. Executive positions for Spalding Evenflo in Asia Pacific and Patientline in the UK. Non-executive director of Hubbub and sits on the appeal board of the children’s charity Buttle UK. Author of The Leadership Book and a Cambridge Fellow in Science & Policy.
    Linda Hlavac
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    Human Resources leader supporting leaders and teams during transitions across industries and geographies. Helps executives improve their personal impact and performance in leading change, developing teams and delivering results. At Catalent Pharma Solutions, created a global HR function for the pre-IPO company. Previous experience at LexisNexis, Dun & Bradstreet and Westinghouse. B.A. Susquehanna University; MBA Ohio University.
    Joe Durrett
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    Former CEO of Information Resources, Broderbund Software and Advo. Senior line positions at Kraft General Foods including SVP of Sales and President of Grocery Products, and Procter & Gamble. Throughout his career, Joe has driven dramatic increases in revenue, profitability and value for companies he has served on the boards of, run, worked in and consulted to. BA Duke; MBA Wharton.
    Ed Bancroft
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    Diverse organizational development consulting experience across retail, telecommunications, electronics, manufacturing, health care, financial services and the utility industry. Served in senior leadership roles at both Mercer Human Resources, as a worldwide partner, and at Watson Wyatt as worldwide leader for performance management services. BA at Lake Forest College; Masters, Loyola University, Chicago.
    John Lawler
    Managing Partner
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    Former CEO of three private equity backed companies. Group President of Emerging Markets at LexisNexis after long career at Dun & Bradstreet. Proven transformational CEO, board member, consultant and coach with a strong track record supporting leaders and teams through complex transitions. Extensive experience in Americas, Europe and Asia. BA Williams College; MBA University of Virginia.
    Jayme Check
    Partner & Co-Founder
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    CEO of Quantum Global Partners and co-founder of PrimeGenesis. Developed world-class leaders for such companies as Cisco, Kellogg’s, Blue Shield, Johnson & Johnson, Panasonic, LexisNexis, DaVita, Anthem, GMAC and Kimberly-Clark. Instrumental in building tech company named one of “SoCal’s 50 Fastest Growing Companies.” Developed nation’s first medical franchise. Expertise in structuring innovative equity-based venture transactions. BS Syracuse; MBA UCLA.
    Susan Lawler
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    Change leader with particular expertise in strategy, marketing, executive communications and coaching. Transformed disparate local groups into a cohesive, award winning global marketing team at D&B. Led strategic plan process, re-branded the company, and drove growth initiatives, setting the path for 6-fold growth in shareholder value. ICA Executive Coach. B.A. Union, MBA; Columbia University.
    George Olcott, PhD
    Advisor

     

    Current non-executive director of Denso Corporation and Hitachi Chemical and Affiliate Professor at the Department of Business and Commerce at Keio University. He was formerly Managing Director, Head of Equity Capital Markets for UBS Warburg in Tokyo. Previous roles at Shell and Swire. Author of “Conflict and Change: Foreign Ownership and the Japanese Firm.” Fluent in Japanese. Oxford undergraduate, INSEAD MBA, PhD from Cambridge.

    Roger Neill
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    CEO/Managing Partner of Lintas Australia, Synectics Corporation, Center for Creativity – City University London. Helped Sam Wanamaker re-build Shakespeare’s Globe in London. Started his working life as a professional rock musician. Roger is one of the world’s thought leaders on innovation and creativity. Based in London, UK, he writes, speaks and conducts masterclasses and workshops around the world and is a principal of Per Diem Consulting.

    Harry Kangis
    Advisor

     

    President of P&G’s Millstone gourmet coffee subsidiary, GM of the Home Entertainment Network, VP Marketing for Kenner Toys and COO for Nutrition Technology Corp. A 25+ year marketing and general management veteran, who has managed a broad range of challenges from mature consumer packaged goods brands to a wide variety of innovative service and product start-ups and is a principal of One Page Solutions. BA Williams; MBA Wharton.

    Rob Gregory
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    CEO with an unusual mix of senior experience in both the private and public sectors and an extraordinary record of success managing both large profitable companies and turnaround situations. As President of VF Corporation, he and his team tripled its sales to $3B and grew its profit 500%+ to turn it into the largest and most profitable publicly held apparel company in the world at that time. Served on the boards of over a dozen companies including Gitano, London Fog, Promus Hotels, Frisby International and USF&G. BA Wofford; law degree U. South Carolina; AMP Harvard.

    Bill Berman, PhD
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    A clinical and consulting psychologist, worked with a number of public and private companies, including Xerox, Unilever, Clinical Communications Group, Diageo, and Kaiser-Permanente. He is co-author of 3 books and over 50 articles on a variety of psychology and business topics. He is a fellow of the American Psychological Association, board-certified by the American Board of Professional Psychology, has taught at Cornell Medical College and Fordham University and is a principal of Berman Leadership Development. AB Harvard; PhD Yale.