This week's additions focus on leadership, mindset, and customer, with new digests from Founders and Bill Gallagher. Highlights include Build culture by setting a high standard of performance before chasing results. High-tech, no-touch experiences are destroying customer loyalty.

Culture building

Podcast

Bill Walsh's philosophy on building organizational culture through excellence

Founders January 12, 2020

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Culture building 10

Resilience & grit 6

Management 5

• Build culture by setting a high standard of performance before chasing results.
• Innovation comes from necessity and studying how others solve problems differently.
• Mastery requires relentless daily execution of fundamentals, not destination thinking.

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Customer experience

YouTube

Building stronger customer connections in a digital world

Bill Gallagher January 8, 2020

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Customer experience 9

Communication 7

Identity & self-belief 5

• High-tech, no-touch experiences are destroying customer loyalty.
• FORD framework turns small talk into lasting customer relationships.
• Worldwide Express cut attrition from 19% to 3% in three years.

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