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Leading by Letting Go

Leading by Letting Go | Human Capital | Scoop.it

If you are running a large company anywhere in the world, you have almost certainly asked yourself some version of this question:

 

“How can we get tens of thousands of employees to deliver memorable customer experiences that enhance our brand, all at a reasonable cost?”

 

Find out how Jim Bush from American Express approached this challenge. 


Via Kenneth Mikkelsen, Kudos
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Miklos Szilagyi's curator insight, December 26, 2013 4:23 PM

Do you have too many people to check them closely? Either you prescribe every detail and control everything (i.e. you use them as a sort of robots...) or you find a way to encompass their creativity, their own initiation, you tell them what, when, which quality (and find way of course to control their output of course) but you do not bind their imagination and actions down to the hows... example: customer care of American Express....:

(a) clear goal,

(b) guardrails (but not minute details about the hows),

(c) high velocity feedbacks (from the customers for knowing the quality of the output),

(d) coaching and support (you do everything that they are trained and kept well because you know that the satisfied people make others more easily satisfied... you are smart...:-)))

Emeric Nectoux's curator insight, December 30, 2013 12:58 AM

Releasing a bit of the pressure brought by the "management by KPI" style seems to work... At least for America Express: "Within just three years, the company saw a consistent 10% annual improvement in what Bush calls “service margins.”

Steve Miletto's curator insight, January 3, 2014 9:47 AM

This excerpt sums up the article..."to trust your employees to exercise their own judgment and learn from their experience — employees can become both self-directing and self-correcting. They become inspired, energetic, and enthusiastic." Excellent article! No matter the size of your organization...Do you trust your staff? Can you let go?

Rescooped by Saeed Basonbul from Technology in Business Today
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Personal Branding Is A Leadership Requirement, Not a Self-Promotion Campaign

Personal Branding Is A Leadership Requirement, Not a Self-Promotion Campaign | Human Capital | Scoop.it
Developing your personal brand is essential for the advancement of your career and development as a leader.

Via Stanislas Berteloot, TechinBiz
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Rescooped by Saeed Basonbul from HR and employee engagement
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The Best Motivation Video

Best motivation video - "If you never failed, you never lived..."


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Byron Low's curator insight, January 30, 2014 2:46 PM

If your team needs some encourgament to keep going.....thoughts?