When you're talking about the people on the ground, a barista, in a delivery truck, you're seeing emerging insights. Bleeding edge ideas need direct exposure, that's how they get passed on through networks - Andreas Hoffbauer, PhD
We don't make decisions, or act in isolation. Typically, there are all these extraneous things going on. And if we're just communicating
in a very succinct message oftentimes all that context and texture disappears which then limits the leader’s ability to take that in - Andreas Hoffbauer
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Starbucks CEO Laxman Narasimhan on the barista station, the DHL CEO Philip Couchman riding a delivery van. In services-based businesses, it pays to visit the places where customer experience happens, via employee experience.
You're going to learn things, and understand context, in a way usually lost as more nuanced communication moves upstream. Reduced the blind spots.
Leading from the front.
Starbucks’s New CEO Trained as Barista to Prepare for Role - via Heather Haddon, The Wall Street Journal - https://lnkd.in/gRa9n5Ny
What going on Undercover Boss revealed for DHL Express UK CEO - via Freddy Pierce, Supply Chain - https://lnkd.in/gW_m7eBN - https://lnkd.in/gSqvBZmr
Andreas Hoffbauer, PhD: Networks, Knowledge, Culture | Work 20XX podcast with Jeff Frick -
- transcript and notes - https://www.work20xx.com/episode/andreas-hoffbauer-networks-knowledge-culture-work-20xx-14 - and wherever you podcast.
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