It turns out Drumm was curious about the connection between senior team leadership and customer experience—and how leaders can motivate employees by creating an engaged team culture.
3. Walk The Talk:
Drumm said that when leaders hire coaches for training and development, they are usually for the next level down. But if you require your team to undergo training, you should be doing it as well. Just because you are in the C-Suite doesn’t mean you’re exempt from learning. Personal development is a vital component of any effective leader, and employees will respect the title more when they see you putting in the work too.
I am the Chief Amazement Officer at Shepard Presentations. As a customer service and experience expert, I help organizations create amazing customer and employeeI am the Chief Amazement Officer at Shepard Presentations. As a customer service and experience expert, I help organizations create amazing customer and employee experiences. My books have appeared on bestseller lists including the New York Times, Wall Street Journal, USA Today and others.
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