Business

If drafts keep boomeranging back to your desk, you’re not delegating—you’re rescuing. 🧭 Today’s belief shift: Overfunctioning isn’t leadership; it’s a design pattern that trains the system to rely on you. People can’t own what you keep rewriting. Ownership needs guardrails and a gate—not a takeover. 📥 Download: Role Release […]

If every decision turns into a debate, you don’t have a people problem—you’re missing a filter. 🧭 Today’s belief shift: Clarity doesn’t come from consensus; it comes from design. Your North Star is a decision filter, not a slogan. When outcomes aren’t time-bound and singular, every “good idea” competes equally. […]

If every day ends at 0%—no time, no energy, no cash—you’re not leading strategically; you’re firefighting. 🧭 Today’s belief shift: Margin isn’t a perk. It’s infrastructure. It’s the shock absorber that keeps your mission from cracking under pressure. When leaders run at zero, small bumps become crises. Quality drops, decisions […]

Send us a text In this episode of Navigating the Customer Experience, we are joined John McCahan who is a Customer Experience and Service Executive Leader who has transformed CX across industries including automotive, banking, logistics, manufacturing, retail, and most recently at FTD, where he led its post-bankruptcy customer experience […]