Leadership makes people want to do what they want them to do. It is the presence of leadership; a manager’s ability to inspire their people to care and want to deliver excellence that will ultimately define the quality of a customers’ experience. Leadership goes beyond the day-to-day management responsibilities of staffing and organizing. Great leadership is about empowering and enabling staff to create stories worth telling and heartfelt connections that customers want to revisit.
The Leadership series focuses on skills and insights that make middle managers confident in their daily priorities to engage with teams, collaborate with a younger, empowered workforce and rediscover the significant potential within their people when great leadership is delivered.
SGEi was masterful at guiding us through what our unique, company-specific customer experience should be. By truly immersing themselves in our company’s culture and values, they were able to design a customer experience that is a natural extension of our corporate culture. Their leadership training then ensured that culture was implemented into our frontline teams correctly. I think this is the key to the longevity of their impact.
Erin Armendinger | VP of Customer Experience, GGP