Emotional Connection: A Universal Motivator & Change Accelerator?

Several weeks ago I stumbled upon yet another “aha” moment. I was at a client site interviewing front-line employees of a highly successful, several thousand-strong organization that is renown for its high customer retention rate plus great customer service experience — and has the stats plus “word on the street” reputation to back it up. This was the second set of interviews that I was conducting, and in each case, I heard the same consistent message…