Emotional connections fuel loyalty

        Emotional connections fuel loyalty. To create an emotional connection, something positive and unexpected has to happen. Even the smallest positive gestures, if unexpected, are powerful. If the positive thing was expected, it protects against delivering a negative experience, but, it doesn’t surprise and delight. Magic happens when we are delightfully surprised. […]

We can all use a little more leadership civility (video)

    Execs, looking the other way and justifying it with your busy schedule is only fooling one person, you. Of course you’re under tremendous pressure. Here’s a little secret – everyone is. The good news? This may be your greatest catalyst and opportunity for transformational change. Leaders show the way. Middle and front-line leaders, ditto. […]