Practice seeing things from your customer’s perspective
The most successful leaders are uneasy with depending on data alone to tell them what’s happening. They take steps to put themselves in their customers’ shoes. They want to deeply understand and experience the organization— and its products, employees and...
Traits of Customer Advocacy Success
When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my...
Principle #7: Skills, Knowledge and Leadership Make the Difference
What’s the real secret to improving performance? Build the skills, knowledge and leadership in your team to make it all happen. That, along with the right culture and focus, is the secret sauce. Organizations are made up of people with myriad personalities,...