A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.
Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership.
It reminds me of rabbits.
When my kids were little, we kept rabbits in a hutch. One day, I let the rabbits out to enjoy a little freedom in the garden. But, when I put them down, they hopped right back in the hutch.
I had taken over a call center team at the time. The rabbits’ behavior resembled my team’s. The hutch represented all the constraints built up in the call center culture. The team were much more comfortable hanging out in these constraints than finding a way to do more for customers.
It fell to me to change the culture. Over time, my call center team were hopping throughout the garden of customer centricity, but it required focus and effort on both our parts.
In this episode, we explore the role of leadership in Customer Experience and the 5 Rules guaranteed to increase your effectiveness as a leader.
Here are a few key moments in the discussion:
- 07:18 We start off the rules with an essential one about self-awareness; how you project yourself in your head does not always translate to the perception of your leadership by your team.
- 11:26 Colin introduces rule number two, which explains that you have to understand that you do not need to be the cleverest to be the leader.
- 16:54 We discuss The One Minute Manager, by Ken Blanchard, which emphasizes where your followers are and how ready they are to follow your lead.
- 20:49 Colin refers to one of his favorite leadership aphorisms, “None of us is as clever as all of us,” which speaks to leveraging the strengths of the team to create a better output rather than serving in despotic rule.
- 26:10 Colin emphasizes ensuring you maintain the critical individual relationships with team members that are necessary to your team’s culture, a critical concept in Ken Blanchard’s follow up book, The One Minute Manager Meets the Monkey.
- 28:36 We round out the rules with a crucial part of leadership, loyalty, which goes both ways but starts with the leader.
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Customer Experience Information & Resources
LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.
Click here to learn more about Professor Ryan Hamilton of Emory University.
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