Whoever tells the best story wins. There are so many authors and marketers attached to this saying that I wouldn’t dare put a claim of ownership to this for myself or anyone else really. The fact is that this perspective has served me well and has given our clients significant returns.
Why?
Because people care more about your motivation and the story behind the product and services you provide than they do about the services themselves.
An article published by the Harvard Business Review (linked below) speaks directly to this, going so far as to lead with the headline, “An Emotional Connection Matters More than Customer Satisfaction.”
This is where the power of the story ends up in a very unlikely place, with a determined leader to take the risks.
Welcome to the Level Up Leader Podcast. I am your host, Michael King. I am an executive coach and founder of Teams.Coach, LLC. I work with C-level leaders to clarify and expand the vision, elevate performance, and elevate their Leadership.
On today’s episode, I am joined by Malorie Maddox. Malorie is the Chief Marketing, Communications, and Strategy Officer for Blue Cross Blue Shield of Nebraska. She has an extensive history as a reporter for a regional TV station in Omaha, NE. When the opportunity came knocking for her to make a major career shift, it was a huge decision.
Since taking that leap, she has been able to build a great culture and also shift operational norms to match up with the storytelling convictions that she has honed for decades.
On top of all this, Malorie lost her husband after a long battle with cancer just five weeks before this interview. Thank you, Malorie, for making time to connect with me.
Everyone, please welcome Malorie Maddox to The Level Up Leader podcast.
In our conversation, Malorie shares that one of her best leadership practices is to include her team in an exercise in which they can openly identify the things that are working well, the things that need some adjustment, and the things that they need to stop doing.
One of the exercises we do here with my company is the "stop, start, refine" exercise as part of the Blue Sky Experience. The biggest win in utilizing these types of exercises is that you need to hear from your team about what they love and what they think.
True collaboration exists when you open up feedback for systems and strategies to execute the vision. This is where I see leaders fail. Protect your vision. Refine it. Vision can't be negotiable. But your systems and strategies can be. Open up the conversation with your team on the process it takes to produce results.
A special thank you to our featured Artist, Names Without Numbers, for allowing us to use their music. We decided we wanted to feature music that I produced as a music producer..so that’s pretty cool.
To find out more about everything we're up to, check us out at Teams.Coach, and don't forget to join our Facebook group at Teams.Coach/LevelUpLeaders/
Source: https://hbr.org/2016/08/an-emotional-connection-matters-more-than-customer-satisfaction
Where to find Malorie: https://www.linkedin.com/in/malorie-maddox-028418161/
To learn more about the podcast, please visit: Level Up Leader Facebook Group Teams.Coach Facebook Page YouTube
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