We must take the lessons of this last year and use them to shape how we lead our organizations into the future. In this post, we look back at three insights.
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February 23, 2021
In H-E-B We Trust: How Admirable Acts of Leadership Earn an Army of Loyal Fans
In difficult times, we have unique opportunities to embed goodwill and good acts into them to become memorable. This is what H-E-B recognizes and facilitates again and again.
January 28, 2021
5 Leadership Actions to Build Trust With Those Who Serve Customers
Customer experience employees are at the frontlines of every company. They are the often the first, last, or only touchpoint a consumer has with a brand. Being on a CX team demands a high standard of grit, resilience, and trust. Donald Hicks, Former Vice President of Operations at Twitter has authored this guest post about the important leadership actions that should be taken in order to empower your team.
December 16, 2020
3 Leadership Principles to Help Advance Your Employee and Customer Experience
I’m sharing some key takeaways from my conversation with The Sweeney Agency about ‘How to Elevate Customer Experience.’ These are essential principles for those in the C-Suite to apply across all departments within their organizations.
Clarity for how you improve lives, and your leadership behaviors and actions are what will fuse people to you. They will define how you will be remembered…How you earn admiration…and how you grow. In a marketplace that values congruence of heart (what you know is right) and habit (how you act)…the memory of how you help others achieve their goals, and who you are as people becomes the greatest currency of your brand. Let’s find yours.