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. […]

Because we are usually so busy doing that we have precious little time

  As a leader, it’s an amazing accomplishment to be fully in the moment and see things we don’t normally see. In a professional environment, this is extremely challenging to do because we are usually so busy doing that we have precious little time to pay attention to anyone else. But when we do find […]