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How to Stop Being “Them” and Start Being “Us”

Next Level Blog

So a senior director in operations might hang out with the company CFO for the day or a VP in IT might sit in with the CEO. In one of our client companies, members of the senior team each spent at least a day sitting in with the employees who staff their customer call center.

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Even “bad” cultures get some things right

Surviving Leadership

At this meeting, employees heard from the CEO, CHRO, General Counsel, COO, CFO, CMO, and any business leaders spearheading a major initiative. This would include a day spent with an installation tech and a day spent with a call center agent – preferably, in a market other than your own.

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Deep Motivations, Not Competencies, Drive Leadership Performance

The Empowered Buisness

For example, A successful CFO is likely to have such MAPs (Motivation and Attitudinal patterns) as — strong motivation toward procedures over options; a preference for solving problems over focus on goals; and a high past time orientation that drives focus on traditions, past experience and benchmarks. Increased revenues – 33%.

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A Step-by-Step Plan to Improve CMO-COO Collaboration

Harvard Business Review

For example, a call center may pride itself on completing X percentage of service calls within 30 seconds, but that’s not a valuable metric for determining overall customer satisfaction – or what the customer then does after that service interaction. See the customer journey all the way through.

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Case Study: How Much Should a New CEO Shake Things Up?

Harvard Business Review

Will we all be working out of call centers or supermarket kiosks next year? The next day, back in Istanbul, Sena met with Ahmet Ozan, the company’s CFO. But people are wondering how they’ll fit into the business going forward. They want to know if we’re going to start closing branches. It’s stressful.”