How to coach employees to reach their full potential is a challenge every leader faces. Hugh Blane, President of Claris Consulting and author of Lead Boldly: How to Coach Others to Greatness shares his insights into leadership and customer experience, making complex strategies both relatable and actionable.
Hugh emphasizes the importance of genuinely caring about those you lead. He shares a compelling personal story highlighting how being recognized for his unique strengths as a child profoundly shaped his career. This foundational principle—caring deeply—translates directly into building effective customer experience teams, where empathy and personalized engagement are crucial.
A key actionable takeaway is Hugh’s advice on mindset. He suggests that leaders should start each day with positive intentions and reflection, setting a tone that influences not only personal productivity but also team dynamics. By establishing a mindset rooted in growth and positivity, leaders can better navigate challenges and inspire their teams to deliver exceptional customer experiences.
Hugh also discusses the power of feedback versus advice. He advises leaders to seek advice rather than feedback, as it fosters more supportive, actionable insights. This approach helps leaders improve continuously, thereby enhancing the overall CX.
In terms of practical steps, Hugh outlines his coaching framework that emphasizes courage, humility, and discipline. Leaders can apply this framework by setting clear goals, regularly seeking advice from stakeholders, and committing to ongoing personal development.
Finally, Hugh touches on the importance of love in business, urging leaders to align their work with their values. By infusing passion into leadership, businesses can create not just good, but great customer experiences that resonate deeply with both customers and employees.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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