Notable episodes

EARNED GROWTH: MEASURING AND MANAGING CUSTOMER VALUE

Pete Fader: “The Nature and Value of Loyalty” and “The Right Actions and Metrics to Grow Customer Value” — Episodes 179 and 180

Roger Martin: “Want to Increase Shareholder Value? Focus on Customers Instead” — Episode 175

Dan McCarthy: “Now There’s a Way to Link Customer Behavior to Share Price” and “Investors Need to Know: What’s Your Customer Worth?” — Episodes 173 and 174

Pete Fader: “What Is a Customer Worth?” — Episode 103

LEADERSHIP

Gen. Stanley McChrystal: “Leadership in a Crisis Is about Connection and Trust” — Episode 177

Horst Schulze: “Do You Want to Lead or Just Manage?” — Episode 166

Charlie Chase: “The Business Lessons of Rejection” — Episode 137

Angela Duckworth: “How to Lead with Grit” — Episode 134

Mark Horwitch: “The 33 Qualities of Inspiring Leaders” — Episode 98

Jack Brennan: “Set Perfection as the Goal” — Episode 75

MOTIVATION, INCENTIVES, EXPERTISE

Kim Scott: “Radical Candor: Don’t Be a Jerk” — Episode 169

Shawn Achor: “A Little Praise Goes a Long Way” — Episode 111

Daniel Pink: “What Really Motivates People” — Episode 96

Anders Ericsson: “What Does It Really Take to Become an Expert?” — Episode 93

THE CUSTOMER-CENTRIC (AGILE) OPERATING MODEL

Darrell Rigby: “Agile Is Not Just a Method, It’s a Mindset” — Episode 182

UniCredit: “With Agile, Customer Experience Improvements Never End” — Episode 172

The Vanguard Group: “Uncovering the Unexpected through Agile” — Episode 161

USAA: “The Customer Experience-Based Organization” — Episode 138