Steve Curtin is a globally known expert and speaker on customer service management and leadership, ranked fourth by Global Guru in its annual listing of the top 30 customer service experts in the world. He’s the author of the bestselling book Delight Your Customers and The Revelation Conversation: Inspire Greater Employee Engagement by Connecting to Purpose.
In 2016, I held a learning exercise with 222 senior leaders from a sophisticated billion-dollar technology company. I asked attendees to jot down the company’s single-sentence corporate mission statement on an index card. Unfortunately, less than 2% of the leaders in attendance could do so. I asked leaders to describe their job roles in five […]
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