Empowerment

Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way

This is the fourth in a 5-post series titled “Customer Experience Excellence – The Airbnb Way.” This week we continue to journey through key concepts found in my 10 leadership books by diving back into our cursory review of my book titled The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched…

View Post about Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way

Transform or Control? Resolving an Important Leadership Challenge

Here is a quick “what would you do if” quiz. Assume you take over leadership of a troubled work team or organization. Your employee engagement scores, customer engagement metrics, and performance measures all reflect significant cultural chaos. Which of the following approaches is mostly likely to achieve an effective cultural revolution: a) (since crisis requires…

View Post about Transform or Control? Resolving an Important Leadership Challenge

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article