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Our work and ideas have been described in publications such as The New York Times, The Financial Times, Business Week, Fortune, Forbes, and Fast Company. Find out what’s new.
Featured:
May 1, 2008
Niko Canner comments in Financial Times on the movement of talent between non-profit and private sectors
This article describes how businesses and non-profit entities are influencing one another as they become increasingly interconnected. Niko Canner comments on the opportunities this creates for people who work in both worlds.
April 10, 2008
U.S. healthcare discussion misses key point: customer service
Americans demand healthcare service and will switch providers to find better care. Poor service can drive patients out of the system and hurt healthcare organizations. To improve service, providers must do more than talk about care: they must become "empathy engines."
March 1, 2008
Saj-nicole Joni and Damon Beyer: why tension is key, and how CFOs can use it
Tension is an essential component of the architecture of high-performing organizations. Using tension productively, so that employees are neither complacent nor overwhelmed, requires 3 key skills: picking the right fights, leveraging informal networks, and developing proactive leadership skills.
Vol 9 No 2 2008
Tim Galpin provides a current perspective on post-merger integration
Tim Galpin lays out the hard truths and key things to get right when managing - or repairing - a merger.
Jan/Feb 2008
Consulting Magazine features our work on the informal organization
This feature story discusses how the concept of the informal organization emerged from our work and why it matters.
February 28, 2008
In BusinessWeek article, Traci Entel describes how "Customer Service Goes Local"
Traci Entel, author of "The Empathy Engine," writes about the importance of delivering locally tailored service, and what companies such as Starbucks, Barnes and Noble, and Macy's are doing to provide it.
February 2008
Tim Galpin comments on post-merger integration in Entrepreneur Magazine and US News & World Report
Tim Galpin comments on how long it can take for an acquired company to become a part of the whole.
January 28, 2008
Abe Tarapani makes Consulting Magazine's "30 Under Thirty"
This cover story describes thirty young consultants who are "changing the world."
January 17, 2008
Niko Canner analyzes Cognizant's organizational evolution in BusinessWeek
Cognizant noticed a work-around that its most successful teams were using -- then designed the whole organization around it. This case study analyzes why "two in a box" was right for Cognizant.
January 2008
Katzenbach Partners cited in Harvard Business Review for exemplary career development
As professional service firms strain to satisfy clients, they often neglect career development. This article lays out four principles for retaining and developing associates, and cites Katzenbach Partners as an example to follow.
January 2008
Traci Entel discusses the role of empathy in Retail Customer Experience Magazine
This article explores why and how companies are moving toward a concept of customer service as an emotional transaction. Traci Entel describes the connection between feeling empathy and meeting customers' expectations, and recommends storytelling as part of institutionalizing this skill.
December 19, 2007
Traci Entel comments in The Washington Post on the challenge of connecting with customers
A Washington Post reporter braved a shift at Walmart during the holiday season. In this article, she describes her experience and gets some input from Traci Entel.
November 19, 2007
The Financial Times explores Katzenbach Partners' "good sense" move to set up shop in London
This article explores the differences in the nature of the consulting business in the UK and Europe.
November 2, 2007
In a CNN interview, Damon Beyer discusses the extent of the labor shortage in the oil industry
The oil industry needs an infusion of new people with highly specialized skills.
November 2, 2007
Traci Entel discusses how to deliver stellar customer service in the real estate industry
Joining a roundtable discussion, Traci Entel shows how an organization-wide, empathetic approach to customer service can make a difference in the real estate industry.
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