A Case for Complaining (Yes, You Read that Right)

One of my kids is unusually reserved. It takes a lot of effort to draw out what is bothering her. But we can’t help her as parents unless she talks to us.

What does this have to do with business? The same thing is true of leadership. Managers can’t lead effectively without knowing about the challenges their team is facing.

Effective leaders seek to draw out these things from their staff by creating an atmosphere of safety.

Customer Experience vs. Employee Experience

Customer Experience or Employee Experience – which is more important?

There are many blog posts and articles circulating on LinkedIn lately about the importance of the Customer Experience (CX, UX).

There’s also a lot being written about the need to optimize the Employee Experience (EX, EEL).

Amazon, Apple, and Facebook are both known for obsessing over customers.

Google, Southwest Airlines, and DreamWorks are known for providing an outstanding Employee Experience.

Which experience takes precedence – the Customer’s or the Employee’s?  

Asking too many questions can make you look weak

How to figure things out without asking too many questions

Recently, an intern asked for a half hour of my time to get a little career advice before heading back to finish her senior year at college. I had a couple days to think about what I should say. I decided to give her some advice that I wish I had known when I started my career – how to think deep by asking questions without looking weak.