In the most recent episode of the 2011 NACCM Storyteller Spotlight Series I had the pleasure of chatting with Bill Greenwald, Director, Performance Coaching and Advisory Practice at Humana, Inc.
Bill will be leading a full day leadership workshop at NACCM this year that will be a deep dive into the well-received 45 minute session he lead in 2010. To learn more about the session, listen to the podcast here.
I left my chat with Bill with one piece of all-important advice for those interested in the foundations of leadership workshop and that is “walk a mile in your customer’s shoes.” Be it staying a night in the hotel you manage or calling in to a call center, you can’t truly connect with the customer experience (good and bad) until you live it.
Readers of the Customer’s 1st blog can save 15% off the standard registration rate with code NACCMBlog, so join us at the workshop on Monday, November 14th at NACCM. Register here.
Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at firstname.lastname@example.org.