The Best Way to Empower Employees as Customer Advocates
You want to empower your employees as customer advocates, but it’s tricky. No one understands your customer’s needs and frustrations better than your employees. When your customers are frustrated, your employees are too. But let’s be real. ...
The Most Neglected Act of Innovation
If you’ve never seen it before, it’s hard to describe the power of an avalanche. Fortunately, I’ve never experienced one myself. But I have seen their power. This weekend, Karin and I cycled in the Colorado mountains between Frisco and Copper Mountain. Between those...
How to Stop Wasting People’s Courage
Eliminate courage sinkholes to energize your team. When you think about inspiring courage at work, what comes to mind? Encouraging your team to … Speak their truth in meetings? Challenge your thinking? Share new ideas? Question the way we’ve always done it? Find a...
One Question Leaders Ask to Build Better Ideas
To build better ideas, point people toward solutions. You can’t possibly come up with the solution to every problem. You know you need your team’s input. And even when you’ve got a good idea, it can improve. Your team can help you build better ideas — but it takes...
