JacksonP

“I have not yet witnessed a spontaneous recovery from incompetence.”
― Susan Scott, Fierce Conversations: Achieving Success at Work and in Life One Conversation at a Time

“Joseph Pine wrote that today's economy is an "experience economy", meaning that customers want more than a good product or service; they want to enjoy the experience of using a product or service, which begins with their first interaction with a company. So if, in spite of all your customer-service training and "customer-facing" procedures, policies, and scripts, customers aren't feeling the love, you're in trouble. Love? Yes.”
― Susan Scott, Fierce Leadership: A Bold Alternative to the Worst "Best" Practices of Business Today

“Has a sense of humor. (Preferably warped.) We know who we are”
― Susan Scott, Fierce Leadership: A Bold Alternative to the Worst "Best" Practices of Business Today

“I want us all to stop thinking only in terms of accomplishments, of task and completion, of beating the competition, of gathering income and merchandise, of winning praise, and instead, live our lives forging the deepest relationships we can with ourselves and with one another. i want us to respond to adversity by deepening our engagement in our lives. It isn't complicated.”
― Susan Scott, Fierce Leadership: A Bold Alternative to the Worst "Best" Practices of Business Today