Embrace authenticity and courage by creating great clarity, being super generous, and allowing mistakes to happen. Encourage humor and authenticity in interactions, even if some customers may be offended. Stand by your employees and maintain your company's identity and values, even in the face of complaints. Be willing to lose some customers in order to maintain authenticity and gain loyalty from others.
Decisions should always be pushed to the lowest possible level, closest to where they will be making the most impact. This week, the team discusses the influence of the customer on culture, strategy, and decision-making at the executive level.
To listen to the Working Genius Podcast: https://www.workinggenius.com/podcast
This week's unpaid ad: https://www.dutchbros.com/