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Why We Need Integrated Leadership

Not long ago, the CEO of a well-known IT company told me over coffee about losing a woman on his executive team who got hired away by another firm. The CEO (let’s call him Dan) explained that this female executive had been the “voice of the customer” for the leadership team, and had recently told the group that their key customer was unhappy—yet no one had listened to her. In fact, a fellow executive team member suggested that her assessment was off-base, as the company’s sales figures for the previous quarter were in good shape. But he was wrong and she was right: not only did the company experience a regrettable loss of their key client, but this important customer ending up taking their business to a competitor.

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