How Empathy Builds Trust at Work | Customer Journey: Oliver, Part 2 of 5
Oliver learns that empathy is a method for uncovering the fears, concerns, and risks that prevent organizations from moving forward. Customer Journey Series: Oliver This article is part of a customer journey series following “Oliver,” a CTO in a pharma company scaling up to begin commercialization for a new drug. Oliver was facing a growing […]
When You Stop Solving Other People’s Problems | Customer Journey: Oliver, Part 1 of 5
Over the six months I worked with him, Oliver made a profound shift from being a solver of problems to becoming a strategic partner for collaborative solutions. Customer Journey Series: Oliver This article is part of a customer journey series following “Oliver,” a CTO in a pharma company scaling up to begin commercialization for a […]
What Susan Ultimately Learned About Leadership Growth | Customer Journey: Susan | Part 6 of 6
By identifying her best practices, Susan navigated the transitions and leadership growth with uncommon grace, maturity, and steadiness. Customer Journey Series: Susan This article is part of a customer journey series following “Susan,” a biotech sales executive navigating rapid organizational growth, leadership pressure, acquisitions, and team scaling. Each post explores a real coaching conversation or […]
Build Leadership Success From the Foundation Up | Customer Journey: Susan, Part 5 of 6
To build leadership success, Susan had to learn how to manage goals and demands from above while protecting her team’s boundaries and maintaining performance. Customer Journey Series: Susan This article is part of a customer journey series following “Susan,” a biotech sales executive navigating rapid organizational growth, leadership pressure, acquisitions, and team scaling. Each post […]
Leading at Scale | Customer Journey: Susan, Part 4 of 6
Instead of taking on more responsibility, leading at scale means developing leadership across the whole team. Customer Journey Series: Susan This article is part of a customer journey series following “Susan,” a biotech sales executive navigating rapid organizational growth, leadership pressure, acquisitions, and team scaling. Each post explores a real coaching conversation or leadership challenge […]
Your Boss’s Stress Is Not Your Stress | Customer Journey: Susan, Part 3 of 6
At higher levels, experienced executives often help each other manage stress by listening, validating the stakes, and talking their way back to steadiness. Customer Journey Series: Susan This article is part of a customer journey series following “Susan,” a biotech sales executive navigating rapid organizational growth, leadership pressure, acquisitions, and team scaling. Each post explores […]
What Low Performers Actually Need From Leaders | Customer Journey: Susan, Part 2 of 6
To turn around low performers, Susan stopped focusing on what she needed from them and started focusing on what they needed from her. Customer Journey Series: Susan This article is part of a customer journey series following “Susan,” a biotech sales executive navigating rapid organizational growth, leadership pressure, acquisitions, and team scaling. Each post explores […]
From High Performer to Organizational Leader | Customer Journey: Susan, Part 1 of 6
A biotech sales executive, Susan navigated two inflection points in six months— a promotion and a merger—to become an organizational leader. Customer Journey Series: Susan This article is part of a customer journey series following “Susan,” a biotech sales executive navigating rapid organizational growth, leadership pressure, acquisitions, and team scaling. Each post explores a real […]
What Leadership Coaching Looks Like: Six Customer Journeys
If you’ve ever wondered what leadership coaching is really like, these customer journeys offer a glimpse into the experience. This summer I’m blogging about six customer journeys. Each journey is an individual path toward confidence, empathy, trust, alignment, and leadership presence. These stories are as different as the people themselves who came to me. Each […]