Your Company's Growth Demands CX Training

We joke about the way some people can just get things to go their way simply by being them. You know, that guy Joe, he had no business getting that meeting with the big client, but he basically charmed his way in!

We often forgive the leaders of smaller, local brands because we simply like them. We know their intentions are good, so we don’t make a fuss if there’s a misstep in our customer journey.

But as organizations grow, especially rapidly, there is a pattern I’ve seen again and again.

The entrepreneur leader is often successful because of WHO they are, not WHAT they do. This leader is often charismatic, willing to put in the extra work to get things done, and hungry for the success of what’s next.

As the company grows, the leader hires people to fill roles. The roles are defined by needs and skillsets, and there might not be a lot of documentation around just how things are done.