Fast Leader Show | Real-life stories of failure and triumph

In this insightful episode, Dina Denham Smith dives deep into the intricacies of leadership, creativity, and emotional intelligence in the modern workplace. She shares her journey from classroom to boardroom, offering a unique perspective on how her equestrian passion parallels her leadership philosophy. Through engaging anecdotes and expert advice, Dina reveals the transformative power of rest and mindfulness in unlocking creativity and enhancing decision-making. The conversation delves into the dynamic nature of brain networks, highlighting the delicate balance between focus and creativity. Dina emphasizes the importance of buffer zones to maximize productivity and the need for leaders to embrace fallibility, fostering genuine connections through sincere apologies. She explores the art of insight, showcasing how introspection and retrospective engineering can propel individuals and organizations toward their goals. Throughout the episode, Dina provides practical tips for leaders to navigate the complexities of the modern workplace, from managing multiple projects effectively to setting boundaries and saying no when necessary. She advocates for subtraction as a powerful tool for success, urging listeners to let go of non-essential tasks and projects to make room for more impactful endeavors. Listeners are encouraged to embrace a growth mindset, viewing setbacks as opportunities for learning and growth. Dina's wisdom from experience resonates throughout the episode, offering valuable insights into effective leadership and personal development. Tune in to The Fast Leader Show to gain actionable strategies for enhancing your leadership skills and fostering a more creative, empathetic workplace.  

In this enlightening episode, Jim Rembach interviews John Fisher, delving into the heart of leadership and the transformative power of embracing personal change for organizational success. Fisher, with his rich background in psychology and business coaching, shares invaluable insights into the journey from self-doubt to self-discovery, underscoring the critical role of personal growth in driving effective leadership and fostering a conducive environment for change. The conversation illuminates the intricate dynamics of leadership in the modern workplace, emphasizing the necessity of understanding individual motivations and the impact of personal identity on resistance to change. Fisher's narrative is a compelling testament to the transformative potential of self-awareness and adaptability in navigating the complexities of organizational leadership.

In an inspiring exchange, Jeff Eschliman shares his journey from the idyllic landscapes of Fortuna, California, to becoming a visionary leader in the construction industry. His story, woven with the values instilled by his family and the wisdom gained from his military service, unfolds a compelling narrative on leadership, teamwork, and personal development. Eschliman delves into the pivotal moments that shaped his career, from early beginnings on construction sites to his transformative military experiences driving an armored vehicle in Iraq. These experiences not only honed his leadership skills but also instilled a profound belief in the importance of preparation and teamwork. Jeff discusses the significance of integrating core values into one's life and career, emphasizing the transformative power of a one-page plan. This strategic tool, he explains, is not just about setting goals but about aligning one's actions with their deepest values and competencies. Through personal anecdotes and professional insights, Eschliman inspires listeners to reflect on their own paths, encouraging them to craft a fulfilling journey that resonates with their true selves. But it's not all about looking inward. Jeff's narrative is a testament to the impact of leadership on others, comparing the joy of mentoring to watching his children grow. He underscores the importance of self-care, continuous learning, and setting intentional goals as cornerstones of effective leadership. This episode is a treasure trove of wisdom for anyone looking to navigate the complexities of personal and professional growth. Jeff's journey is a powerful reminder of the resilience, dedication, and strategic planning required to lead a fulfilling life and make a lasting impact on those around us. Don't miss out on this profound conversation. Tune in to discover how you can apply Jeff Eschliman's insights to your own life and leadership journey.

In a riveting conversation with Joshua Freedman, a luminary in the emotional intelligence arena, listeners are treated to profound insights on how emotional intelligence shapes leadership, influences organizational culture, and catalyzes personal growth. Through the lens of the world's largest study on emotional intelligence, Freedman unpacks the critical role of emotional intelligence in enhancing workplace dynamics, fostering meaningful connections, and driving effective leadership. The dialogue delves into the nuances of emotional intelligence, revealing its pivotal role in navigating the complexities of modern work environments. Freedman emphasizes the tangible benefits of emotional intelligence, from improved employee engagement to heightened innovation, underscoring the importance of cultivating these skills within organizations and individuals alike. Key moments of the podcast illuminate the transformative power of emotional intelligence in redefining leadership paradigms, advocating for a more empathetic, connected approach to managing teams and solving problems. Freedman's personal journey and his visionary work with Six Seconds offer an inspiring narrative, highlighting the actionable steps listeners can take to elevate their emotional intelligence and contribute to a more emotionally intelligent world. This episode is not just an exploration of emotional intelligence but a call to action for leaders, professionals, and individuals to embrace emotional intelligence as a fundamental component of success and fulfillment in the digital age. Whether you're seeking to enhance your leadership skills, foster a more cohesive team environment, or embark on a journey of personal development, this conversation with Joshua Freedman offers invaluable insights and practical advice.  

Diving into the heart of modern strategic planning, this special episode explores the challenges and opportunities in today's complex, VUCA environment. As we explore this landscape, we'll see why traditional strategic planning tools may no longer be sufficient in such a dynamic setting. This episode shines a light on the "UNLEASH method," a groundbreaking approach that navigates through the volatile marketplace. This method integrates neuroscience, emotional intelligence, and positive psychology, offering a fresh perspective on goal attainment and strategy development. It questions the efficacy of quick fixes and emphasizes the need for thorough, well-considered strategies. Our discussion will focus on the relevance of neuroscience in enhancing leadership and decision-making. By understanding biases and employing backward thinking, we aim to fortify our approach to business challenges. This session is an invitation to transition from dated methods to innovative, scientifically-backed planning techniques. Beyond theoretical concepts, we're here to provide practical insights. The significance of regular strategic planning, continuous innovation, and engaging in a network of forward-thinking professionals will be highlighted, underscoring their importance for both personal and professional advancement. Join us as we navigate the intricacies of the VUCA world, aiming to equip ourselves with the tools necessary for success. This session is an opportunity to transform your approach to strategic planning, embracing the future with insight and innovation. Let's embark on this journey together, stepping into a new era of business strategy and goal achievement.

Dive deep into the complexities of leadership with Adam Bryant on the Fast Leader Show! Discover the art of extracting every lesson from life's experiences, akin to wringing out a wet towel. Bryant unpacks the delicate balance leaders must strike between contradictory traits, shrewdly adapting to the uncertainty of our times. Learn why post-2020 leadership demands a keen ability to simplify complexity and ask pivotal questions in a world rife with volatility. Reflect with Bryant on the necessity of pausing for introspection despite the relentless pace of modern leadership. Explore the insightful "due to say" ratio, a testament to a leader's trustworthiness, and navigate the nuances of managing upwards with brutal honesty. Gain perspective on personal growth as Bryant shares his journey from The New York Times reporter to a leadership maven, emphasizing the significance of authentic networking and understanding your unique leadership path. Adam's candid discussion reveals the heightened demands on leaders today, urging aspiring managers to embrace the thrill of steering through rapid changes. As he reflects on his personal choices and the nature of ambitious leadership, Bryant challenges us to ponder the fundamental question: "Why do you really want to lead?" Embark on this thought-provoking episode with Jim Rembach and Adam Bryant – it's an invaluable session for anyone looking to lead with insight, self-awareness, and authenticity.

In this episode of the Fast Leader Show, Dr. Laura McGuire shares her insights on a range of topics, from emotional intelligence and inclusion to stress management and leadership development. She emphasizes the importance of consent, trauma-informed care, and human connection in fostering a positive work environment. Dr. McGuire also discusses the need for accountability and responsibility in addressing others' needs, as well as the challenges of bridging the generational divide in leadership.  One key takeaway is the significance of personalized communication in effective dialogue. Dr. McGuire highlights the importance of contextualizing and differentiating in order to achieve goals and foster understanding. She also shares her personal and academic goals, including pursuing a master's degree in Divinity and a doctorate in educational leadership for change.  Another key theme is the power of compassion and overcoming self-doubt in effective leadership. Dr. McGuire encourages leaders to embrace change and break free from cognitive dissonance, unlocking the potential of AI and other transformative technologies. She also emphasizes the value of building trust and connection in the workplace through effective communication and understanding emotional cues.  Overall, this episode offers valuable insights and practical tools for leaders looking to enhance their emotional intelligence, embrace change, and cultivate interconnectedness. Tune in to the Fast Leader Show to hear Dr. Laura McGuire's wisdom and learn how to unleash your leadership potential.  

In this episode of the Fast Leader Show, Jim Rembach welcomes Nicole Kyle, an expert in the contact center industry since the 1990s. Nicole seeks to understand the current challenges in the industry and explores three seismic challenges facing contact centers. While skill development has been a focal point, Nicole emphasizes the importance of career development and how the majority of agents now view their role as a long-term commitment.  Nicole introduces a competency model for leaders consisting of seven competencies, with a mix of hard and soft skills. This model emphasizes the significance of how leaders engage with their teams and work together, rather than just following processes. Their company offers certifications in these competencies, recognizing their value in developing effective leaders.  Flexibility is crucial in structuring career development, and Nicole's company uses a segmentation model to categorize employees based on their motivators. This enables them to tailor career development programs to individual needs. Moreover, Nicole expands on flexibility in the workplace, encouraging leaders to consider not only work location but also the type of work and distribution of tasks to prevent burnout and foster engagement. Agent engagement and retention are major challenges for customer contact leaders due to the ongoing shift in the labor market. These challenges revolve around effective management dynamics, operationalizing flexibility, and offering flexibility that meets personal needs. Nicole's insights on leadership competencies, personalization, motivation strategies, and operationalized flexibility provide valuable guidance for industry professionals. Tune in to this episode of Fast Leader Show to gain valuable insights on navigating the current challenges in the contact center industry and learn how to maximize agent engagement and retention. Get ready to rethink leadership and career development strategies for a future of flexible work.  

In this episode of the Fast Leader Show, Jim Rembach sits down with guest Tom Schmitt, CEO of a multi-billion dollar transportation company. Together, they dive into the valuable lessons learned from the past few years and how they can be applied in the business world. From the importance of flexibility and empathy to the role of ambition and passion, Tom shares insightful wisdom that can help listeners achieve re

In this episode of the Fast Leader Show, we are joined by Oded Netzer, a Columbia Business School professor and Amazon Scholar. Oded, an expert in data-driven decision making, discusses common biases like overconfidence, availability, and confirmation bias that can hinder our use of data.  He introduces the powerful IWIC (I Wish I Knew) tool, which focuses on identifying key questions rather than complex statistical analysis. We delve into the concept of quantitative intuition, emphasizing the value of precision questioning, contextualizing data, and synthesizing information for decision making.  Oded reveals the importance of combining data with intuition and building teams that understand both business and data science. He also discusses his book, "Decisions over Decimals," which promotes starting with a decision and embracing uncertainty.  Finally, we examine the role of context in data analysis and the dangers of data without context. Join us as we navigate the nuanced world of data-driven decision making.  

In this episode of the Fast Leader Show, we're excited to have Chuck Mollor – executive coach, consultant, and author of The Rise of the Agile Leader. Chuck shares various insights on the importance of leadership adaptability, understanding oneself, and teamwork in navigating complex challenges and change. He also discusses employee engagement, identifying cultural champions, and the need for leadership accountability.  Chuck emphasizes the relevance of having a strong company culture foundation, which can impact financial performance and differentiate the brand. He also delves into the topic of categorizing employees into various groups and emphasizes the importance of retaining top talent. Lastly, we touch on Chuck's book and its valuable insights for leadership. Tune in to this thought-provoking episode that will equip you with practical tips and strategies for effective leadership.  

As leaders, we must recognize the power of data-backed insights when implementing diversity, equity, and inclusion (DEI) initiatives. Understanding the unique needs of our organizations is crucial, and we can't simply rely on what has worked for others. By conducting listening sessions, refining career planning, and offering mentorship programs, we can promote DEI without needing a Chief Diversity Officer or extensive content.   When it comes to leadership growth, introspection and humility are key. We should focus on our personal journeys, learning from others outside our immediate circles, and striving to improve. Embracing this mindset allows us to better tackle systemic issues and foster a more inclusive environment.   A great example of effective education for leaders can be found in online leadership academies, particularly those geared toward frontline supervisors. They emphasize community building and quality learning while ensuring that the return on investment is taken into account. This holistic approach to training can help develop well-rounded leaders who value diversity and inclusion.   In the marketplace, diverse teams are essential for driving success and innovation. We should particularly admire and learn from women leaders, especially women of color, who bring unique perspectives and experiences to the table. By providing real-world solutions to executives' challenges and creating safe spaces for open discussions, we can cultivate a workplace that thrives on diversity and inclusion.   In summary, embracing data-backed insights, focusing on personal growth, and offering effective education are vital for leaders seeking to implement successful DEI strategies. By doing so, we can foster a diverse, inclusive, and productive work environment.  

Resilience and leadership play vital roles in organizational success, with true leadership focusing on empowering others to be their best selves while pursuing a noble goal. In this episode, our guest Mike Watson delves into the habits and values that foster resilience in teams, emphasizing the importance of cultivating a culture of accountability and individual resilience. Drawing on examples from the sports world, Mike highlights the significance of fostering a sense of belonging, accountability, and support. He also investigates the impact of childhood experiences on shaping one's resilience and character, offering insights into personal growth and understanding. In this episode, gain valuable knowledge from Mike Watson on the connections between resilience and leadership, and learn how to nurture these qualities through intentional habits and values. By understanding the critical role of accountability and building an inclusive, supportive culture, you and your team can unlock your full potential and thrive in the face of adversity.

In today's fast-paced and ultra-competitive world, being a good leader is more important than ever. But how do you become a better leader when the competition is fierce and the stakes are high? According to Lee J. Colan, author of Healthy Leadership: How to Thrive in the New World of Work, there are several key traits that great leaders possess. Here are a few tips to help you become a better leader: 1. Develop a clear vision: A good leader has a clear idea of what they want to achieve and can communicate that vision to their team. This helps everyone stay focused and aligned towards the same goal. 2. Build a strong team: It's important to surround yourself with talented and motivated people who share your vision. As a leader, your job is to inspire and empower your team to achieve great things. 3. Communicate effectively: Clear and open communication is essential for any successful team. Make sure you are regularly communicating with your team and actively listening to their feedback. 4. Lead by example: Great leaders set the tone for their team. By modeling the behaviors and values you want to see in others, you can create a positive and productive work environment. 5. Embrace change: In today's world, change is constant. A good leader is adaptable and able to navigate through uncertainty and change with confidence and agility. By developing these key traits, you can become a better leader and help your team thrive in an ultra-competitive world. Remember, leadership is a journey, and it takes time, effort, and commitment to develop these skills. But with the right mindset and a willingness to learn and grow, you can become the leader your team needs to succeed. In this episode, Lee Colan shares his insights on how to become a better leader in today's ultra-competitive world. He discusses key traits of great leaders, including developing a clear vision, building a strong team, communicating effectively, leading by example, and embracing change. Join us as we learn from Lee's extensive experience and expertise in leadership development.

When companies don't foster open communication and establish regular, open conversations, they may experience inconsistency in customer experiences, decreased productivity, missed opportunities, low employee morale, and decreased customer satisfaction. These issues can negatively impact the success and growth of the business. In this episode, David Avrin stresses the importance of regular, open conversations among team members to ensure consistent engagement with customers. He suggests that the purpose of these conversations is not to agree with each other, but to explore scenarios and come to a consensus as a company. This consensus helps create a consistent customer experience and sets a clear standard for how the business interacts with its customers. By fostering open communication and establishing a strong team culture, these conversations empowers businesses to create a positive and memorable customer experience.

The importance of emotions in attracting and retaining top talent in the workplace cannot be overstated. According to research, employees are more likely to stay with a company that encourages and values positive emotions, such as gratitude, appreciation, and hope, and is more likely to attract them to the organization. Employee satisfaction can be improved as a result of these emotions, which can result in a positive work culture. The opposite effect can be achieved, however, when negative emotions are present, such as fear, anger, and anxiety. In the presence of toxic work environments characterized by negative emotions, high turnover rates and difficulty recruiting and retaining employees can occur. As an organization, it is crucial to establish a positive work environment that fosters positive emotions and maintains a healthy work-life balance in order to attract and retain top talent, which leads to an increase in productivity and profitability. In our latest episode, Dan Hill discusses the role of emotions in attracting and retaining top talent. Explore how cultivating positive emotions such as appreciation and gratitude can enhance employee satisfaction and create a positive work culture. Additionally, we examine the negative effects of emotions such as fear and anger on employee retention, as well as how to achieve a healthy work-life balance. Discover how to attract and retain top talent using emotions in our episode with Dan Hill.

Delivering great customer experiences is essential for any business that wants to be successful. In order to do so, it's important to focus on meeting and exceeding customer expectations, providing high-quality products and services, and building strong relationships with customers.  One way to deliver great customer experiences with less effort is to use technology and automation to streamline processes and improve efficiency. This can include using customer relationship management (CRM) software to manage customer interactions, automating routine tasks, and using artificial intelligence (AI) to provide personalized experiences. Additionally, investing in training and development for customer-facing employees can help ensure that they are equipped to deliver great experiences. In this episode, Bill Price shares how to deliver great customer experiences with less effort. Learn how frictionless organizations create products and services that work so well, their customers never need to contact them for the wrong reason, reducing costs, increasing revenue, and creating loyal fans.

Persuasion and influence are essential skills for leaders to succeed in their professional lives. There is no doubt that every organization will face challenges, but with every challenge comes the opportunity to influence outcomes. When you need to win business, win support for a proposal, or persuade clients to sign a contract, it's your persuasive skills that will help you achieve your goals. But how can you master such a skill? What is at the heart of it? What does it take to acquire and build influence and persuasion to the point where you are able to effectively use it to take your organization to the next level and shift from being a decent leader to being an exceptional one? In this episode, Stephen McGarvey shares with us how you can ignite a shift to achieve greater results. He shares his experience and knowledge with regard to influence and persuasion and how you can effectively apply it to become an even better leader today.

  https://bit.ly/3SCPMF3  YouTube Copy Every leader has a story to share - successes, failures, life lessons, and humps that they have to go through. Each story takes them to different turning points in their lives that ultimately define the history and legacy of their life. While the scope and the definition may vary, every leader wishes to go through the pathway of success and fulfillment. After all, who doesn't want to live a life in such a manner? To those that may be starting out in their leadership journey, or even to those that are seasoned veterans, there is always a lesson to be learned from the path of another leader who has gone through many challenges in their life - who have gone through many events, many experiences, and many pathways. In this episode, Steve White shares with us his remarkable journey from the housing projects to the board room and how he has come to the 7 pathways to success and fulfillment.

The topic of purpose is everywhere these days. People are talking about purpose. As passionate advocates, we're delighted to see all the interest. Yet we've observed that many organizations are merely scratching the surface. They're missing the full potential of the nature of purpose that can transform. In this episode, Dianne will discuss the content of her book, ADAPT. Assess - The journey starts and ends with external and internal assessment in an unending loop. Your ability to succeed is grounded in your ability to listen and discover. Define - The definition phase is a company's moment of truth. Do you have a purpose statement, a campaign concept or a holistic approach to leading with purpose within your company? Amplify - This section addresses the elephant in the room- "no one remembers my purpose." It is the planful guide to authentically aligning stakeholders and believably communicating your purpose story. Perform - Performance is easily the most debated topic amongst purpose influencers, challengers and thought leaders. We review the growing body of research and give you practical next steps. Transcend - Purpose is a competitive advantage - achieved and sustained through the very highest level of purpose consciousness, behaving and relating, as ends rather than means, to oneself, to stakeholders and to transformative outcomes.

The capability to engage employees is one of the most vital components for business success, especially today when globally distributed workers are embracing multi-functional working structures. Through employee engagement, businesses are able to attract and retain more talent as well as increase corporate commitment to their goals. In this episode, Steve addresses job functions, job essence, and how to make core values a part of these functions so that they are sustained, evolving, and progressing towards achieving these goals.

Racial disparity is more than just a hot topic on social media. Employees constantly face threats of social injustice and racial inequality at work, and leaders need to understand that in order for their organization to thrive, they must bolster their diversity, equity, and inclusion efforts and provide a safe space for their employees to talk about race at work. In this episode, Kelly McDonald shares leadership insights on how to talk about race at work and what your organization can do to have conversations about diversity, equity, and inclusion with your employees.

2021 has been a rough year for most of us. The world is just coming out of a pandemic, and the majority of leaders are facing a new reality. There are new challenges to face and the things done before may no longer apply today. In this episode, shares some of the lessons he's learned from various leaders in faith, athletics, business, and life. He hopes that these stories will help inspire and challenge you to become the better leaders that God has designed you to be in 2022 and the year beyond.

Media consumption preferences have changed over the past few years. People want to consume information faster on their own terms. Traditional learning programs and long-form content is being replaced with quick, bite-sized information. With the next generation of leaders on the rise, equipping and enabling first-time leaders has become a challenge. The wisdom to lead is buried in the minds of experienced leaders. The knowledge is hidden in books and scientific papers. With first-time leaders not knowing what they need, how do you fill the gap in leadership development? In this episode, Darja Gutnick shares what first-time leaders need to know and the mindset shift to microlearning. 

Leadership is a process by which a person influences others to achieve a common goal. Compassionate leadership is the type of leadership that takes into account the feelings and emotions of others. It is based on the idea that if we can understand and feel what others are feeling, then we can better lead them. Compassion is a feeling of love or sympathy for others. We can show compassion towards others by doing things like being understanding and nonjudgmental, listening attentively, providing emotional support, and offering practical help. Compassion is a vital ingredient for strong leadership, and it should be at the forefront of our minds whenever we make decisions that affect other people. The best leaders make everyone around them better — they help individuals reach their full potential, and they create an environment where innovation and creativity thrive. Compassionate leadership has the potential to create a ripple effect on not only the local community but also on the world at large. When leaders take care of themselves, individuals, teams and organizations thrive. This type of environment creates less tension and more safety, support and challenges which can be stimulating to all parties involved. Compassionate leadership is important because it creates a more positive and productive work environment. When employees feel that their leaders care about them and their well-being, they are more likely to be productive and feel appreciated. Compassionate leaders are also more likely to be successful because they have a team that is willing to go the extra mile for them. In this episode, Donato J. Tramuto shares more about compassionate leadership and how you can lead with compassion.

Change is the only thing constant in the world. No matter what you do, change is inevitable. It can happen externally – out of your control – but it can also happen internally – within your control. But no matter what form change may take place, the question is, what are you going to do about it? Will you remain stagnant or will you take the opportunity to allow change to make you better? Remember, progress is optional. With the change brought about by the pandemic, the majority of people have been forced into working at home. While working at home offered a solution to allow employees to work despite the lockdown, it has also brought about problems regarding work-life balance, or what Mark puts it, work-life blending. The problem with working at home is that the line between work and home is often blurred. It has caused problems with remote workers and the majority has not found a solution for it. No boundaries have been set and oftentimes employees end up overworking and hurting their work life and home life. So, how do we deal with this problem? How do we create a healthy work-life balance without the lies and secrets of today? In this episode, Mark Briggs share about the butterfly impact and how one small positive change you make internally can have a massive ripple effect externally. Similar to the butterfly effect, the butterfly impact is all about minor internal changes causing external significant results. The butterfly effect is about allowing you to achieve the work-life balance you are looking for, thereby allowing you to thrive and flourish in your personal life and excel in your professional life. Listen in as Mark shows you how.

We live in a world of infinity. We have an infinite amount of things we can do at any one moment. As responsible individuals, we try to take care of all the opportunities and requests that come our way. Try as we might, there is a point where there are no more hours in the day and we just hit this ceiling of complexity. What do you do when you can't go any further when you can't go any faster? Do you just spend your life jammed up against this ceiling of complexity? In this episode, Richard Medcalf shares how you can change your mindset and learn how to pause and approach things differently. As he says in the podcast, you can't change gears when your foot is on the accelerator. Learn how to take a different approach.

We've heard the saying, "let's address the elephant in the room." These large, significant things that we deliberately ignore, but must be addressed. We certainly give importance to them because they are, of course, significant. However, there are certain things in life that are smaller, more insignificant, and more subtle that we sometimes don't notice or just deliberately ignore. We think they won't make a huge difference in our lives, and little do we know that those small things add up and make a huge impact later on. And unless we deal with them now, we won't be able to control the consequences later. As the saying goes, we must "nip it in the bud." So, how do we identify these seemingly small, insignificant things? How do we address the mice in the room? Listen on. In this episode, David Wood helps us address the mice in the room.

Are you struggling to meet your revenue goals? Are you trying so hard to sell your products and services? Chances are, you're pouring more time, money, and effort into sales and marketing. And although it's not necessarily wrong, it doesn't have to be that hard - there is an easier and better way.  Instead of focusing on acquiring new customers focus on retaining your current ones and delivering a remarkable customer experience. And your leadership is important in creating really wonderful customer experiences. As Dan says in the podcast, it's similar to a leaky bucket. If most of your customers leave the moment they buy your product or service, your sales and marketing have to do double the effort to replace the lost one and acquire a new one. In this episode, Dan Gingiss shares more about how you can create a remarkable customer experience for your customers that not only makes them stay, but also share your company with others.

Misalignment is one of a company's biggest sicknesses. It constantly drags down results and reduces profitability. Instead of just accepting the symptoms of misalignment, you could have sustained results. All it takes is to align your company's strategy, culture, and operations. The key to success is to change team mindsets, measure team outcomes, and monitor progress. That's all there is to it. In this episode, Wayne Washington shares his experience on how your company can apply these changes and achieve proper alignment to reach strategic goals.

Every human being has the potential to become their best selves. Unfortunately, we live in a world where the control system limits our potential. It is very important for every individual to develop their own internal motivation in order to realize their full potential. In this episode, Judy Ryan shares her responsibility-based approach in the human system where people are intrinsically motivated to develop their true selves and unleash their full potential.

Diversity, Equity, and Inclusion (DEI). These three words pop up almost everywhere. Every modern workforce has a discussion revolving around these three words, but what exactly is the difference between diversity, equity, and inclusion? What does it mean? If you are an executive leader, you have to understand that the workforce today faces a huge problem with regards to psychological safety, and how a business handles diversity, equity, and inclusion may directly affect its bottom line.  Listen to Omar L. Harris as he shares his thoughts on DEI and how you can be more inclusive

What do effective leaders do when they're at their personal best? Our guest today has done all the research, and he outlines five exemplary leadership practices that leaders display when they're at their personal best: Model the way Inspire a shared vision Challenge the process Enable others to act Encourage the heart In this episode, Jim Kouzes sheds light on the five exemplary leadership practices and how leaders can use them to overcome the most difficult challenges.

The goal of transformative influence is always to make other people better. However, there is a void in trust in the marketplace today - people no longer trust each other. Employees don’t trust management, employees don't trust the board, and investors don't trust the employees and the board. As a result, transformation is almost impossible. As a leader, if you want to build trust, you need to understand that it’s not about you. It’s about the influence you have on other people. It’s all about trying to make other people better. If you can make them better, you’ll be surprised to see that they will actually perform for you. In this episode, Walt Rakowich shares his experience on transformative influence and the steps you can take to transform your team and make your organization better.

The CEO Test is a list of 7 questions written by Adam Bryant to help you reflect and evaluate yourself in how well you are performing in your current leadership role. Let’s face it, being a top leader is a tough job. There are lots of pressures, challenges, and responsibilities that you carry alone. From time to time, we need to reevaluate ourselves whether we are staying competent and effective in our current roles. Adam Bryant shares the many different challenges that top CEOs face and how you can face these challenges and navigate through them. He's interviewed over 600 CEOs, and you'll be surprised to know that these challenges are hardly unique to top executives. If you're discouraged and disengaged, I want to help you to be hopeful. I'd like to encourage you to learn from the wisdom and experience from these top executives and how you can learn from them and apply them in your current leadership role.

You may be running a company right now and you're calling yourself an entrepreneur. That's great, but do you have an entrepreneurial mindset? What's the difference between the two you may ask? Depending on how you think, you might be running a business that simply earns the least possible margins on a transactional basis, or a business that knows how to leverage the true worth or value that its products and services bring to the market. Read on and I'll explain more. Let's start with defining what an entrepreneur is. An entrepreneur is an individual who creates a new business. An entrepreneurial mindset is a set of skills that enable people to identify and make the most of opportunities, overcome and learn from setbacks, and succeed in a variety of settings. In short, "entrepreneur" is a title that easily gets thrown around by anyone. Being entrepreneurial is an attitude. It's the behavior that separates out the ones who are truly successful, and it's being entrepreneurial. I don't care what your title is right now, but you need to start to be entrepreneurial. You need to develop this entrepreneurial mindset in order to build a highly profitable, fast-growth company. And Kent Billingsley, helps you do that.

According to a study by KPMG, 53% of executives do not realize sustainable value from business transformation. I assume the reason for this is that they focus so much on changing the business and the operational model that they forget the one thing they can change - self. If you want to see a breakthrough happen in your business, then you must change within and not force it on others. Transformational leadership is all about changing yourself and inspiring others to change. Customers are becoming smarter and wiser, and their behaviors and expectations are the most influential source of insights. As leaders, you must change and become more empathetic and understanding of their needs. According to Nick Jankel, it's not just about your clever product. Change is about empathy, connection, trust, and customer-focus. You must develop a culture that is adaptive and quick to respond to the changing customer and their needs. If you cannot solve a pain that people cannot solve for themselves, you do not have a business.

We have all heard the maxim, “The customer is always right.” Top companies like Amazon lays the foundation of their success on customer-centricity and customer-focus. We believe that a happy customer is the heart of any organization. But how do you make them feel valued? Most of the time, it relies on your people leadership – your employee experience. According to a report by Gallup, a global analytics firm, engaged workers have significantly higher productivity, profitability, and customer rating than disengaged workers. There is no doubt that leadership is important in creating wonderful customer experience. In this episode, Jonathan Raymond shares how you can lead your people and develop that people-centric culture in your organization.

With most of our audience working in the customer experience industry, I asked Cheryl China some of her best tips and advice for leaving behind an unforgettable legacy in CX and how to be happier and more successful in the workplace. Some leaders have been working in the customer experience industry for years and have not left a positive legacy to their team members and employees. They leave behind negative thoughts and memories and retire miserable and unhappy. I understand that work can be toxic, and we can get lost in the moment, but it is important that we detach ourselves and reevaluate our career paths sometimes. Where are we headed and what are we working for? These career advice not just apply to the overall leadership, but also to employees as well. Some of these things might sound cliché, but you’ll be surprised to know that not many people actually do them: Be willing to move sideways in your career. Don't hesitate to take risks. Don't let perfection hold you back. Don't be afraid to ask the hard questions. Learn from your mistakes but don't wallow in them. Always represent and protect your brand and your reputation. Engage, network, and build relationship. Know that what you say and do matters. Be kind to others.

There is no doubt that a successful organization runs on inspired and positive people. As a leader, it is your job to make sure your team members are inspired and that you are a positive influence to them. Team members that are positive can serve customers better and create a more wonderful customer experience. In this episode of the Fast Leader Show, Glenn Parker shows us how you can have that positive influence on others. Positive influence leaders see the good in someone else. They help them become better and position them for success. According to Glenn, there are four types of positive influence leaders: Supportive positive influence leader Teacher positive influence leader Motivating positive influence leader Role Model positive influence leader You might be a mix of either one of them, but the most transformational one will encapsulate all of them and inspire positive change.

Have you ever wondered why geese fly in a V-formation? Scientists gives us two explanations, and we can actually learn a lot important collaborative leadership lessons from them! First, it's about energy conservation. Each geese fly just a little bit above the bird in front of him in order to reduce wind resistance. They each take turns being in front and fall back whenever they get tired. This allows them to fly longer distances without stopping to rest. The second is that it allows them to keep track of everyone. The V-formation allows each bird to communicate and coordinate with each other, which is also the reason why fighter jets also fly in this formation. These are the secrets in why geese are able to successfully migrate from one place to another, and if you apply them in your organization, you can be surprised how positively it can impact your customer experience strategy. In this episode of the Fast Leader Show, Dr. Edward Marshall expounds on this more and shares other important leadership skills for you to apply in your strategy and organization.

They may not be in the frontlines talking directly with the customers, but a leader's influence to the team impacts the way an agent performs and how they deliver the customer experience, which is why leadership is important. According to Dr. David Arrington, "Everything a leader does impacts the organization. It all trickles down. If you have solid leadership at the top and set those priorities that the customer is important from that perspective, people from that organization will follow that line."

Playing at work have been traditionally unacceptable in the workplace. As adults, we think playing is childish and working meant being serious all the time. However, based on what we see from top performing companies in the world today, play has been an important aspect in their success. Play has led to innovation of products like Gmail, Google Meet, and many others. So, if you are a call center executive or have a call center business, should you allow or encourage playing at work? Does play make a positive impact in your customer experience strategy?   Listen as Jeff Harry helps you rediscover your play. Playing is not merely having fun at work and wasting time and reducing productivity. Playing encourages fun and allows your employees to feel positive, thereby leading to enhanced creativity and a more positive customer experience.

Character Development in CX is one of the foundations for being able to deliver the best possible experience for the customer. People never forget the way they are treated by others, and each person wants to be treated with respect, dignity, and truth. Every single customer wants and deserves to be treated with integrity. And integrity only comes from someone with a healthy spiritual character.   So, what is character? How do you develop character in your agents and from within your call center? In this episode of the Fast Leader Show, Jim Loehr shares how to do that. Listen as he expounds on how to lead with character.

In this episode of the Fast Leader Show, Dennis Geelen shares his insights on the importance of customer-centric innovation and why you should apply it in your call center or business today. According to research, 75% of businesses don't make it past year 15. Dennis Geelen believes that the cause for this is that companies are too inward-focused and are too stubborn. In order for a call center or business to survive and thrive, they must become outward focused or customer-centric, and they must deal with their stubbornness by being innovative. Listen to this episode as Dennis Geelen shares more about customer-centric innovation.

In this episode of the Fast Leader Show, Nir Bashan shares his knowledge and insight in how to be more creative in your contact center and help fill the creativity gap in your customer experience strategy. Leaders and executives today struggle to find new and innovative ideas to meet the customer's needs because they focus too much on the analytical side and forget to be creative - this is the creativity gap that we are trying to solve. According to Nir, being creative is one of the most important aspects if you want your agents to perform better and be more empathetic to the customer. Listen as Nir shares more of his insights in how to have the creator mindset!

Coaching for leaders and managers is essential to drive peak performance for your call center and business. According to Bill Eckstrom, the most effective leader behaves more like a coach. So, how exactly do you behave that way and what do great leaders do to increase sales, enhance performance, and sustain growth? In this episode of the Fast Leader Show, Bill Eckstrom lays out the strategies and tactics for you to apply coaching for leaders and managers. Learn how you can become more comfortable with discomfort and its importance in your call center and team's growth.

A good strategic plan is never enough unless you are able to drive results from them. Any call center or business can develop a good strategic plan, but not everyone can drive results and execute on them. So, how do you exactly develop a good strategic plan that drives results? How do you take action and get those gears in place and get your strategic plan from strategy to execution to results? In this episode of the Fast Leader Show, Sean T. Ryan of WhiteWater International Consulting, shares his actionable advice on how exactly you can do that!

The goal of a creative leader should always be to drive innovation for business. However, innovation for business is something very difficult to do on a consistent basis. Where do you get the inspiration? How do you exercise your creativity muscles that enable you to drive consistent innovation for business? In this episode of the Fast Leader Podcast, Cliff Goldmacher shows you a way to stay creative using principles in music and songwriting! Cliff shares the similarities between songwriting and innovation and how it applies for your business.

What is Organizational Health? What does it do and how does it positively impact an organization? In companies today, the focus has mostly been on being smart and being more intelligent. Everything is about technology and streamlining processes and tasks. However, according to Greg Ablett, that is not the only factor that contributes to a company's overall performance. Organizational health is important because it allows the company to operate without politics and confusion. It allows the company to perform better and helps team members become smarter therefore outperforming the competition. Listen to this episode as Greg Ablett shares more about organizational health and its practical benefits and importance.

Tom Connally was struggling with his work and he realized that he needed to change and bring his performance with his values. In order to do that, Tom started writing and journaling and doing small, incremental changes that eventually led to where he is now and made him a better person.