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By Mark Murphy


It’s popularly thought that the best customer service people are warm and friendly; they go out of their way to build rapport. But what if you’re out of milk and running to the market, in the rain, at 11 PM, while wearing your pajamas (with two sick kids at home)? Wouldn’t you want customer service that was quick and to the point? Customer service is situationally and contextually driven— there’s no one-size-fits-all approach. And the best leaders teach their people how to make customer service more intelligent by helping employees develop a deeper understanding of what drives the customer population.

Leadership IQ has identified several major things that most customers want. Here we share three along with some tips on how you can get started today, helping your employees do a better job at giving your customers what they want. Click here to read more.


Leadership Agility: It's All In Your Head

In a VUCA (Volatile, Uncertain, Complex, Ambiguous) world, where change comes fast and unpredictability and complexity are all around us, agility has become the order of the day. The Ingredient that will define the next generation of leadership is, "business leaders have to be “able to handle any curve ball thrown their way."


Leaders are for Innovation

Time was, back when the railroads were built, that the military was basically the only management structure that was large, distributed and relatively effective. So the railroads and other rapidly expanding businesses adopted the military’s top down, command and control management philosophies.


5 Ways Leaders Include Innovation

Leaders are accountable to assemble teams and lead them to optimal performance outcomes. An effective leader recognizes the importance of embracing differences in people and knows how to connect the dots amongst those differences to get the best outcomes from the team.


Leadership Accountability: A Simple Approach

Accountability in leadership is not a new mindset. From J. Paul Getty to Rudy Giuliani, leaders of all backgrounds have attempted to define the subject.Yet for the many thoughts presented there has been a drift from self-accountability to accountability throughout the organizations.

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