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"The Expectation Gap is the most significant source of employee performance problems organizations face today. Many employees simply don’t know what’s expected of them. And, by the way, managers: Remember that just because you think expectations are clear doesn’t necessarily mean that they are clear to employees, or that expectations are aligned."
"The hottest part of the flame is at the bottom, not the top. The top gets all the attention, but the bottom is where the real energy is. You want to be able to harness and use the energy of the people nearer the bottom for positive change. Don't snuff it out before it gets going."
"While consistency or emotional engagement will be sufficient for some situations, to create true customer relevance, companies must raise their aim when designing their experience. Customer experience has a new higher bar: purpose."
"The untold truth about leadership is that leaders don't progress from good to great: they go from decidedly bad to pretty good. For the last two decades, I've worked with thousands of leaders across the globe. What follows is what they've taught me about how to overcome career setbacks and become a stronger leader in the process."
"What if we told you that profit can be the fuel that empowers you to do some serious good in the world? What would happen if we intentionally tore down those walls that separate us from going to work and giving back—where everyone was given permission to do good while they did their work?"
