Relationships are built (or ruined) one conversation at a time. I have always seen effective conversation as a way to transfer energy between people in a way that fosters understanding, builds trust and inspires growth/change. I can distinctly remember every single radical conversation I had with my peers/mentors/bosses that moved the needle for me and […]
“Customer Focus” is the most common corporate value that companies adopt. This often leads to a myopic focus on customer experience at the cost of other things that contribute to a superior customer experience. Ultimately, people serve people. Organizations that adopt such lofty values often fail to deliver a superior customer experience because they fail […]