When service fails (like it did for football legend Terry Bradshaw) companies should try to envision what a great experience can look like.
The U.S. hospitality industry is a great example of how not to resume business post-pandemic—at least, not if you want to keep your customers.
In more complex terms, it comes down to the transitive property of trust and the dynamics of knowledge asymmetry—but in simpler terms, credibility comes from the head and trust comes from the heart.
The Honeywell executive, also ex-Ford, is leading Stellantis’s strategy to revive the company’s most venerable marque.
As leaders, we need to keep a laser focus on where to compete and how to win—and ensure we separate the petty from the pivotal in our company’s agenda.