It’s well-known that organizational change is difficult - 70% of change efforts fail, and according to Gallup the same proportion of employees are not engaged at work. In customer-obsessed organizations, on the other hand, transformation begins with a clear idea of how change will enhance the customer experience. When an organization revolves around its customers and its employees’ goals are tied to customer experience metrics, engagement increases as people rally around the

According to research on effective learning, to improve performance, people need three things: A clear goal A genuine desire to achieve that goal Feedback that indicates what they are doing well and what they are not doing well Unfortunately, the feedback many leaders receive is not helpful. It’s often infrequent, vague, or unrelated to specific behaviors. If you want to get feedback to improve your leadership, there are a few steps you can take: - Build and maintain a psycho