Why reputation matters when it comes to deep personalization

Your reputation matters when it comes to deep personalization In a recent article, Fast Company outlined United’s struggle with deep personalization. The author describes the challenge that Linda Jojo, United’s EVP of Technology and Chief Digital Officer, has as she sponsors the development of United’s next-generation app. “We’re actually trying to arm our employees with…

Stay close to your customer, even if it is cliche

Several years ago I sat with one of my mentors and asked for his advice. He’d been a big-time CEO for several decades, and I felt like all of our conversations were steeped in lessons learned. But this time around, I wanted to know what he considered to be the one piece of wisdom he…

Why network when you can attend these events?

I’ve made it no secret that I’m far from the world’s best networker. In fact, as a raging introvert, I struggle to enjoy your typical glad-handing event. I’ll network, but, it’s not without pain. I have to plan carefully and prepare my mind. I envy those who love to network (and insist they join me to…

3 Principles for Prioritizing and Building Relational Capital

A Chief Executive holds many responsibilities. Chief among them is the responsibility to set clear expectations and ensure that the team has the resources needed to deliver on them. Once these elements are provided, great CEOs orchestrate — they get out of the day-to-day and allow their teams to execute while facilitating the dynamics between…

Connection is King

A connection with someone cannot be contrived or forced. But the way we communicate can be crafted in a manner that encourages connection. Here are three tips for making that happen.