Let's Fix Leadership - Jen Thornton

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A Lesson in Customer Loyalty: How to Shift From Quid-Pro-Quo to Serving People w/Jenn McMillen

Thursday, May 2, 2024 • Duration 40:58

Whether we’re talking about our customers or teams, loyalty is the currency of successful relationships. In the business world of yore, loyalty was one-sided, it was buy something or do something to get something. Today that quid-pro-quo style falls flat.

Just like Taylor Swift…brands who do well understand that having customers and employees is a privilege, and they aim for relational loyalty, not transactional relationships.

How do we put authentic loyalty at the heart of our businesses? What has changed about leadership as the world of work continues to evolve?

In this episode, I’m joined by loyalty and CRM expert and the founder of Incendio, Jenn McMillen. We talk about the shift in customer loyalty programs and what all businesses can learn from it.

Guest Bio

Jenn McMillen is the founder and Chief Accelerant of Incendio, where her specialty is increasing topline revenue by building and fixing customer programs. Her team helps companies solve and overcome their CRM, loyalty, and customer experience challenges. She is also a nationally known loyalty & CRM expert, recognized by the CRM community and her peers with major industry awards for programs such as GameStop’s PowerUp Rewards, which has more than 35-million members, many of whom pay an annual subscription fee for an enhanced experience. She has also created and/or run several well-known loyalty and subscription programs like myGNC Rewards, United Airlines’ Silver Wings Plus, Vail Resorts PEAKS, Payless ShoeSource Points, Neiman Marcus InCircle, and one of the first big national loyalty subscription programs in the 90’s, Blockbuster Rewards. For more information, go to https://www.incendioworks.com/ or connect with her on LinkedIn.

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How to See the Gifts in Workplace Adversity

Thursday, April 25, 2024 • Duration 07:53

You know that job that makes you miserable, that boss who makes your life hell and that co-worker who’s difficult to work with? They are specially wrapped gifts that can work in your favor.

Hear me out…

Do these situations suck? Do they test our patience? Yes and yes. But, what you might not see in that moment are the skills, competencies, and empowering opportunities these difficulties give you. I mean, I can personally attribute starting my own business to my own workplace adversity!

Difficult bosses and peers serve as live training grounds for enhancing our emotional intelligence. They teach us to manage our emotions, respond rather than react, and navigate complex interpersonal dynamics. They can even help us understand ourselves better. Working with challenging individuals tests our limits, but that makes us more resilient and more effective as leaders and people.

So how do we reframe the way we see our workplace adversities? What are all the great things we can get from all the crappy stuff we go through in our careers?

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Conscious Leadership: How to Create the Mindset

Episode 46

Thursday, February 15, 2024 • Duration 08:07

Not sure who said that, but the statement has inspired a lot of thought, reflection, and furious rabbit-hole research. So I thought to myself, why not share all my findings and musings with you?

Leading in today’s world requires approaches that transcend traditional management practices. It’s about fully understanding the intersection between ourselves, our teams, and our organizations. Self-awareness, emotional intelligence, curiosity, and system thinking…these are all things that lend to conscious leadership.

How do we bake this concept into our mindsets and actions? In this episode, I talk about conscious leadership and why it’s so important.

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How to Create a Performance-Based, Value-Based Culture w/LBJ Biggers

Episode 45

Thursday, February 8, 2024 • Duration 35:52

Many leaders have the epiphany that it’s not culture if you have to micromanage to achieve it. It becomes culture when people perform when no one’s looking.

That begs the question: how do you turn culture from something you have on paper into something weaved into everything your organization does?

In order for an organization to drive forward, we need a strong culture and values, but performance also needs to be part of that deal. That’s where the concept of performance and value-based company comes in.

How do we tie the values of the organization in with everyone’s roles? How can we go from perception to perspective, and why is that such a powerful shift?

In this episode, I’m joined by the Chief Revenue Officer at Big Star Transit, LBJ Biggers.

He shares how his team turned culture into something tangible and trackable.

Guest Bio

LBJ Biggers is the Chief Revenue Officer at Big Star Transit LLC. Big Star's non-emergency medical ride share service offers specialized passenger transport to the disabled and underserved using its robust in-house network of road-monitored vehicle operators. Go to https://bigstartransit.com/ for more information or connect with LBJ on LinkedIn.

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Digital Curiosity: The Skill Every Leader Needs (Like Yesterday)

Thursday, February 1, 2024 • Duration 07:32

Here’s a mind-blowing fact for you…a lot of the technology we use and rely on today, didn’t exist a few years ago. Which means, tomorrow’s technology might still just be a big idea in someone’s brain.

….I’ll let that sink in.

Technology is moving faster than it ever has, and it’s going to continue to speed up.

What we know how to use today is going to be outdated in a blink. As leaders, we have to keep up, both in our competencies, and how we hire and how our teams continue to innovate.

If you don’t have digital curiosity, you’ll always be left behind by new tools and trends, and that might as well be light years behind. How do we embrace this new competency and let it permeate the roots of our organizations?

In this episode, I talk about why digital curiosity has to be part of the continuous growth of leaders and our teams.

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Stop Calling Them Opportunities, Say This Instead

Episode 43

Thursday, January 25, 2024 • Duration 05:29

If there’s one word I want to gently pluck out of the vocabulary of leaders, it would be…. “opportunities”.

Why, you ask? I mean it seems like a totally innocent and well-meaning word, right? Well… sometimes, when we tell people on our team what their opportunities are, we actually end up messing with their superpowers.

Instead, we can manage their strengths so they show up with their best foot forward. In this episode, I share a better way to think about opportunities as a leader.

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Y’all…It’s Messy at the Top

Thursday, January 18, 2024 • Duration 08:53

Before you became a leader, you thought every executive had it all together. They are confident, always know what decision to make, and turning ideas into execution happens at the snap of a finger. You just walk around telling everyone how to execute the plan, how hard could that be?

Insert the laugh track here…

Leading is messy…we have to communicate effectively, approach problems from multiple perspectives, turn creative chaos into a cohesive plan and a whole lot more.

That is a feature of the job, not a bug, and it is….A LOT.

How do you get comfortable with having moments of messiness in your leadership journey? In this episode, we talk about how to embrace the messiness of leading a team or an organization.

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2024…The Year to Start Breaking Things

Episode 41

Thursday, January 11, 2024 • Duration 06:47

You can’t make a delicious omelette without breaking a couple of eggs. You can’t break through without shattering something. As we set intentions for this year, what if we could commit to breaking things? So many of us are on autopilot in different areas of our lives. Deciding to break things shakes us out of complacency, allows for massive growth and yes, it fixes leadership!

Old systems, mindset, behaviors and habits - we can dismantle them all and build back up better. How do we get comfortable with breaking things? How does this make us better leaders?

In this episode, I talk about my goal for this year - breaking, dismantling and experimenting.

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“What's One More Thing?” The Simple Statement That Sparks Openness, Clarity and Alignment

Episode 40

Thursday, December 14, 2023 • Duration 06:51

Here’s a real head-scratcher for you. You leave a meeting thinking, “the team has got this''. Then you go to execute, and you find out that you weren’t, in fact, on the same page. You asked “any questions,” and no one responded, so surely there was clarity and alignment…so what gives?

Well, I hate to break it to you, but that very question could be the thing blocking them from getting clarity. You could be triggering fear without even knowing it.

How do we create room for curiosity and questions and play with the brain to create openness? In this episode, I share how one small conversational shift can foster conversation, clarity, collaboration, and honesty.

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Yes, Decision Fatigue Is a Thing: Here’s How to Mitigate Its Impact

Thursday, December 7, 2023 • Duration 11:56

Do you ever feel like you can’t make one more decision even if your life depended on it? Does decision-making get more difficult as the day or week goes on?

What to wear, what to eat, whether to overtake or not. Who to hire, what tasks to work on, the strategic direction of the organization. The average adult makes an exhausting and astounding 35,000 decisions a day. It’s no wonder we get so tired of it.

From minor day-to-day choices to high-stakes pivots, we’re making decisions literally every day. Just like a physical muscle, our brains get spent after extensive use. Our decision making muscle depletes with every decision, so how do we protect this precious resource?

As leaders, how do we take unnecessary decisions off our plates? In this episode, we’re digging into the science behind decision fatigue, how to mitigate its impact, and how to protect your decision-making capital.

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Let's Fix Leadership – Details, episodes & analysis

Podcast details

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Let's Fix Leadership – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

Other10

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Other10

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