Leadership Confidential: The Dark and Messy Side of Being More Human
Terry Starbucker
AUGUST 11, 2013
'I remember this meeting oh so well. It was a dart throwing session where the trees were getting more attention than the forest, one of my all-time pet peeves. That is, we had drilled down hard on what I thought was a relatively insignificant metric, rather than look at the bigger picture of what was happening out there – improved morale, higher trust, and a turnaround on the “big stuff” (the overall customer satisfaction number, among them).
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