Closing the Gaps: Leadership & the Front line

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  This is an interesting quote when we begin to think about the results we expect employees to deliver for organizations. The other day I facilitated a workshop with a moderately-sized group of frontline employees. One of the key topics was around … Read More

#1 Reason to Craft a Compelling Customer Experience Vision, Now!

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      I have seen it time and again where senior leaders decide that they can move forward with executing on a tactical plan, because they want to feel successful. Worse yet, they oftentimes underestimate the importance of crafting … Read More

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