Empowerment: How Much Guidance Is Too Much – Or Not Enough?
If you want to bring out the best in your team, empower them to make their own decisions, and then back it up with the right amount of direction and support. But how much guidance do employees need? Watch several scenarios in this video from my LinkedIn Learning...
A CX Goal: Universal Participation in Product and Service Innovation
The world is changing, customer expectations are evolving so innovation is the heartbeat of customer experience but how do you innovate? As the late management guru Peter Drucker asked, “You hire accountants for accounting and marketers for marketing and lawyers...
Engaging Your Team: Leadership Principles for Lasting Success
Organizations are made up of people with myriad personalities, backgrounds and skills. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it. But, as many leaders have learned (some the hard way), off-the-shelf...
From Troubadour to Catalyst: How Stories Drive Change in Customer Experience
In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They were expected to know everything from noteworthy historical tales, to healing remedies, to court gossip. Few others had the ability to influence the thoughts and...