Employee Disengagement: Why Your Employee Feels Like a Bot
The Biggest Reason Employees Disengage: The Bot Syndrome “The other day, a customer tweeted at me, ‘Are you a bot?’ At first, I was really offended and wanted to tweet back ‘I AM NOT A BOT!’ But when I thought about it some more, I got kind of sad. I...
Why NPS (Net Promoter Score) is Never Enough
The call center had ventured into this unknown territory organically. Their leadership knew their processes needed rigor, so they called me in to take a look and help them create a scalable model. My basic question, “How do you measure performance?” was...
5 Ways to Help a Decision Maker Decide
My client, Laura, had invited me in to observe the spectacle. I watched as she carefully articulated her research findings and presented her “no brainer” suggestions to Mark. Each time Laura’s ideas were met with a similar response, “Thanks so much,” followed by a...
The Power of a Road Trip
I spent many years in a “trust but verify” culture. What this meant was that I, and every executive above me, was expected to constantly show up in the retail stores to experience what was happening as the customers would. Is there a bird’s nest over the front...
How to Overcome Stage Fright
To overcome stage fright, remember why you’re holding the mic A moment of stagefright wisdom gained during a difficult time. I was deeply worried that my Dad was right, there would be no way I could hold it together to sing at my Mom’s funeral. I...
Experts Chime in on "Energizing Leadership:" A Frontline Festival
Welcome back to the Let’s Grow Leaders Frontline Festival. Our May Festival is all about energizing leadership. Thanks to Joy and Tom Guthrie of Vizwerx Group for the great pic and to all our contributors, ! Next month’s Festival is all about beginnings, fresh...
7 Questions You Should Ask When You Launch a New Project
I’m launching a new project that will significantly propel the LGL mission of growing leaders with the confidence and humility to make a deeper impact on the world. It’s a strong team, and I found us organically asking one another questions to frame our...
On the Meaning of Life
This week has been hard here. We’ve lost my Mom who was vibrant to the end, at a slower pace than predicted–with a painful ending no one should have to endure. Some of my Mom’s last words to me were “I just wish all this pain and suffering...
