Planning your succession? | Issue #261
Succession Planning: Why It Matters and How to Do It Right
Want to know the most significant obstacle facing scale-ups in the UK right now? It’s leadership. As businesses grow exponentially, they need talented leaders and managers. And all too often, they promote people internally who aren’t ready or hire from outside with an immense cultural cost.
The answer? Leadership succession planning. We firmly believe the primary job of a leader is to make themselves redundant. Take this attitude to every leadership role, and you’ll build a culture that constantly develops and grows talent into future management roles.
So, how do you get succession planning right?
E267 | Driven to Delight: Creating Exceptional Customer Experiences with Joseph Michelli
Do you want to create a customer-centric culture that prioritises exceptional customer experience? This week, we enjoyed learning from the internationally sought-after speaker, author, and organisational consultant Joseph Michelli. Joseph started his consultancy journey working for the Pike Place Fish Market in Seattle. Since those early days in his career, he’s worked with some of the biggest brands in the world, including Starbucks, Zappos, Mercedes Benz and Ritz Carlton.
In this episode, Joseph shares some great stories about excellent customer service he has seen throughout his career and how leadership plays a pivotal role in prioritising a customer-centric culture. He dived into his work at Ritz Carlton, Mercedez Benz and Starbucks, all experiences from which he wrote fantastic books.
If you want customer service to be at the heart of your strategy. Joseph explains what do you need to do. How to map out the customer journey, finding those high-value touch points.
An energising conversation. Download and listen to learn more.
Genius Network® is the place high-level entrepreneurs go to get their next big breakthrough with access to connection, contribution, and collaboration not available anywhere else. The best minds on the planet in business from over 10 countries and 188 niche industries are thrilled to call the Genius Network their own.
There’s a problem in many workplaces these days. In 2021, Microsoft’s Work Trend Index named it the Hybrid Paradox. The company found that while over 70% of workers wanted flexible work arrangements, more than 65% were craving more in-person time with their teams.
Following David Schonthal’s episode last week, this article reaffirms his theory: don’t impose change; instead, let them be part of it. “By empowering people to achieve their own goals, leaders can overcome great skepticism—and achieve great results. What worked for cookstoves in Guatemala can work for corporate cloud adoption.”
According to new McKinsey research, employee disengagement and attrition could cost a median-size S&P 500 company between $228 million and $355 million a year in lost productivity.
How Airbnb has disrupted the hospitality industry for unparalleled success—critical lessons that apply to any 21st Century business. No one understands better than Joseph Michelli how businesses create and leverage world-class customer experiences. Over the past decade, Michelli has guided businesses in human experience transformation and revealed how Starbucks, Zappos, Mercedes, and other top companies design and execute the strategies that made them the undisputed leaders of their industries. Now, Michelli turns his attention to major disrupter, Airbnb. In The Airbnb Way, he shows how innovative leaders have managed to build an unique brand by inspiring and engaging a community of hospitality entrepreneurs—a feat unparalleled in the shared economy.
News From The Farm
Last week, we received a visit from our fellow coaches from around the world. Ethan Martin and George Morris from Colorado (US), Karol Popa from Poland and Phil Rose from as far as Oxford.
After two days of exploring new ideas and tools, we were buzzing with inspiration, armed and ready to unleash our collective genius to make a dent in the world.
Can’t wait to see what we achieve together!
Quote of the week
“A leader’s lasting value is measured by succession.”John C. Maxwell
Dominic offers business coaching and management development, strategy planning and organisational change, using tried and tested methods to launch your organisation onto an unparalleled growth trajectory. His programme is a function of his broad experience, his deep expertise and a proven process used by over 2,700 firms worldwide.