Amazon is one of the most innovative companies in the world, and their leadership principles are a big driver.  Agility and experimentation are part of their DNA.  Here’s a peak at several of their guiding principles. Customer Obsession. Leaders start with the customer and work backwards.  They work vigorously to earn and keep customer trust, and although they pay […]

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Front line employees are often required to ask customers for information without understanding why.  If they don’t know the rationale behind the questions, they are left to their own devices when responding to pushback.   In her Ted Talk, Tamekia Mizladi Smith, suggests that companies design frontline employee training around the acronym GRACE. That’s G-R-A-C-E.   Here’s what it […]

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Where does your company stand? Do you consider your company to be an incumbent or a disruptor?  Is your company the stalwart in your marketplace? Or the insurgent, looking to change the way your industry conducts business.   According to the Insurgence Group’s Rondo Moses, if you’re not disrupting, you’re likely in trouble. The evidence:  fifty-five percent of companies on […]

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One way agile companies foster growth is they cut down on the complexity of their decision-making processes. We don’t always realize the high price we pay when our systems require significant time and input before a decision can be made. Gallup suggests that if you’re looking to streamline your company’s decision-making process, start by thinking […]

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 We’ve all experienced that customer service person who lacks the power to address our problem. If you insist on speaking to the manager, you may be punished with the reciting of policy, more waiting, or being forced to re-explain your issue. Recently, Forbes.com shared how some companies are building loyalty by empowering their customer-facing […]

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As companies scale up, it is easy to see how some employees can become disconnected from the customer. Focusing on the bottom line is important. Here’s one way to improve revenue, and so much more. Regularly remind everyone from the top down how their work connects with customers by allowing your customer service team to […]

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