Most organizations have a strategy.  Far fewer have an organization that behaves as though the strategy matters.

That distinction struck me recently while studying materials on the board’s role in strategy oversight. One exhibit identified a series of warning signs that short-term activities may be drifting away from long-term strategy. Among them: board reports dominated by historical information and short-term metrics, incentives tied primarily to near-term goals, too little attention to nonfinancial indicators of long-term growth, and too little boardroom discussion of emerging risks, opportunities, and future-oriented issues.

What caught my attention was that these aren’t really failures of strategy.  They are failures of alignment.

A company can have an inspiring five-year strategy while simultaneously rewarding people for hitting this quarter’s numbers. It can say that customer loyalty matters while devoting most of its management attention to revenue. It can proclaim that innovation is essential while filling every executive meeting with reviews of last month’s performance.

Eventually, people figure out what really matters…and it usually isn’t what is written in the strategic plan.

Strategy shows up in the operating system

One of the mistakes organizations make is treating strategy as something separate from operations.  Strategy gets discussed at an annual retreat. Operations get discussed every Monday morning.  But the real test of a strategy is whether it changes what happens on Monday morning.

If developing new markets is identified as critical, where is that priority reflected in resource allocation? Talent development may be essential to future growth, but how is that commitment being measured? And when customer experience is a strategic differentiator, how much airtime does it receive compared with financial results?

The same question applies to incentives.  Tell me what people are rewarded for, and I can probably tell you what the organization’s actual strategy is.

The tyranny of the urgent

Short-term performance obviously matters. Companies need revenue, margins, cash flow, operational discipline, and accountability.  The problem, in most cases, is not short-term measurement.  The problem occurs when the urgent consistently crowds out the important.

This is particularly dangerous because many investments required for long-term success make short-term performance look worse before they make it look better. Developing leaders takes time. Building new capabilities costs money. Entering new markets involves uncertainty. Innovation produces failures along with successes.  If every decision is judged predominantly through a short-term lens, the organization can become extremely efficient at producing today’s results while slowly undermining tomorrow’s.

A different alignment conversation

This suggests a useful conversation for both management teams and boards.  Instead of simply asking, “Are we executing the strategy?”, ask:  “Where would we see evidence of the strategy in the way this organization operates?”

  • Look at the meeting agendas.
  • Look at the dashboards.
  • Look at resource allocation.
  • Look at executive compensation.
  • Look at what gets celebrated.
  • Look at what gets challenged.
  • And perhaps most revealingly, look at what consumes leaders’ time.

Because strategic alignment is not created by agreeing on a strategic plan.  It is created when thousands of short-term decisions begin pointing in the same long-term direction.

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How to Keep Your Strategy Front and Center (and Out of the Credenza)

 

I was talking with a client recently about my Listening Post Strategy for capturing the Voice of the Customer.  The idea is fairly simple: Every employee (not just the CX team!) can be a listening post. When interacting with customers, they keep their eyes and ears open for comments, observations, frustrations, ideas, and even those casual remarks that might otherwise slip through the cracks.  As we were talking, another thought occurred to me:

It’s not enough to listen. Your listening needs to be calibrated to the customer.

Think about a piece of equipment that needs to be calibrated. Over time, it can drift. It may still be measuring something, but is it measuring it accurately?  The same thing can happen to organizations.  Over time, we become immersed in our own products, processes, policies, acronyms, metrics, and assumptions. We know how things are supposed to work. Customer satisfaction scores give us one perspective, while our internal dashboards tell us another. And all of that creates a filter through which we hear the customer.

What Did the Customer Really Mean?

Imagine a customer says, “It takes forever to get this done.”

  • The customer support team may hear: We need to respond faster.
  • Operations may hear: We need to reduce cycle time.
  • IT may hear: We should automate this.
  • Sales may hear: We need to manage customer expectations.
  • And an executive may look at the dashboard and say: Wait a minute. We’re meeting our service-level target!

Everybody heard the customer, but did anybody really listen?

What if you asked the customer to tell you more and discovered the actual frustration wasn’t how long the process took at all?  It was the uncertainty.  The customer didn’t know where things stood, what was happening next, or when they would hear from you again.

A ha!  You don’t have a speed problem; you have a visibility problem.

That’s what I mean by customer calibrated listening.  It is the organizational discipline of listening to customers through their frame of reference rather than interpreting what they say primarily through your company’s products, processes, assumptions, metrics, and vocabulary.

Four Steps to Customer Calibrated Listening

So how do you calibrate your organization’s listening?  I suggest four simple steps:

  1. Hear It.  Capture what the customer actually said.  Resist the temptation to immediately translate the comment into your company’s language or jump to a solution.  “It takes forever to get this done.”  That’s what the customer said. Specifically.  Start there.
  2. Clarify It.  In this stage, it helps to get curious, versus move on to the next customer.  Follow up by asking:
      • “Tell me more.”
      • “What makes that frustrating?”
      • “What were you trying to accomplish?”
      • “Why is that important to you?”
      • “Help me understand.”

    You are not defending, explaining, or fixing anything. You are trying to understand the experience from the customer’s point of view.

  3. Calibrate It.   Now check your interpretation.  “So what I’m hearing is that the biggest issue isn’t necessarily how long the process takes. It’s not knowing where things stand. Is that right?”  That’s calibration.  Rather than assuming you understand the customer, you’re checking to make sure what you heard is what they meant.  Sometimes you’ll get it right, and sometimes the customer will say, “No, that’s not quite it…”
    Wonderful!  Keep listening!
  4. Connect It.  One customer’s comment may be interesting.  The same comment from five customers may be a trend.  That same comment from twenty customers may be a flashing red light.  That’s where customer-calibrated listening connects to your Listening Post Strategy:Capture the insight. Share it. Look for patterns. Discuss what those patterns might be telling you. Determine whether action is warranted.  And don’t limit your listening posts to your customer support team. Customers talk to salespeople, technicians, installers, delivery drivers, receptionists, billing personnel, leaders, and countless others throughout your organization. A seemingly casual remark to any one of them could contain an important insight.

More Data Isn’t Necessarily Better Listening

Most organizations today aren’t suffering from a lack of customer data.  We have surveys, NPS scores, CRM systems, online reviews, customer service tickets, focus groups, dashboards, analytics, and more.

All of that information can be tremendously useful, yet collecting more customer data doesn’t automatically make an organization more customer-centric.

Your dashboards may tell you what is happening.  Customer-calibrated listening can help you understand why it matters to the customer.  And that requires more than technology.

  • It requires curiosity.
  • It requires employees who know how to listen.
  • It requires leaders who are willing to hear something that doesn’t fit neatly into the organization’s existing assumptions.
  • Most importantly, it requires us to periodically ask, “Are we listening to our customers, or are we simply hearing what we expect to hear?”

Maybe it’s time to recalibrate.

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Erin King is a bundle of magnetic and engaging energy, so when I heard she had a new book out, I had to buy it. The title, The Energy Edge: Next-Level Leadership in the Age of AI, sounds especially relevant, but let us be clear: AI is not the focus of this book.

The primary thesis is that, in the age of AI, the true differentiator for leaders will be the level of energy they bring to the table. (My summary, not hers.) Or, as King puts it, “Energy trumps expertise.” That’s from the first chapter, explaining why your level of energy is so important in the workplace today.

King eloquently shares what Next-Level Leadership Energy looks like, and surprisingly, much of it resonated deeply with me. (I read a lot of business and leadership books, so I’m a bit of a curmudgeon!)

She says, “By the time you close this book, you will know how to free the energy your leadership has been quietly bleeding on every undecided thing on your desk,” along with making the harder decisions only you can make and becoming the kind of leader whose energy others follow.

King delivers on this promise in a clear and energizing way that repeatedly made me go, “Oh! That makes complete sense! I get what she is saying! I’ve seen that in myself and in other leaders I work with!” And occasionally, “Duh! The remedies aren’t that hard, but you have to be intentional.”

Here’s what resonated most with me:

  • Red lights, green lights, and yellow lights. It’s the indecision of “yellow lights” that saps the living energy out of you. And the longer you defer or procrastinate on a decision, the less energy you have. So, set a tempo or “pace” for decision-making.
  • Toggles and Tattoos. Some decisions are two-way doors, like a toggle switch that you can back out of, whereas a tattoo is a one-way door that’s mighty hard to change.
  • The Three Lens Test. Many of the toughest decisions we make as leaders are difficult because they involve competing values. King suggests three tests to help light up the truth of the decision.
  • Intuition vs. Fear or Ego. King offers three useful signals that tell you whether your “gut” is truly intuition or is coming from a place of fear or ego. (Personally, I think this was one of my favorite parts of the book, as I have never heard it described quite this way!)
  • Discerning the energy of people. King explores the energy of the people you intend to hire, fire, promote, and/or develop.
  • Reading the Room. King identifies five signals that every leader should be “listening” for. These are observational skills that every good facilitator is aware of, and King nails them in her description.

Finally, King shares her “Energy Compass” in Appendix 3, which covers 15 common scenarios leaders often deal with (even before AI!), the energy mismatch underneath each one, and the small move that can fix it.

Definitely worth the price of admission. And for leaders trying to figure out what will distinguish great leadership in an AI-enabled workplace, The Energy Edge offers a useful answer: your expertise matters, but the energy you bring to your decisions, your people, and the room may matter even more.

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Design element from Canva

 

I was just about to recommend using Totem Cards for a repeat client’s annual three-day strategy meeting when the CEO beat me to it.

Well…sort of.

Before the meeting, he had asked every member of his leadership team two deceptively simple questions:

  1. What is your superpower?
  2. What do you think each of your teammates’ superpowers are?

He collected their answers and used ChatGPT to create an elaborate set of personalized superhero cards for every member of the team.  And they were fabulous!

Each person had a superhero archetype, an origin story, a “secret power,” core gifts, pillars of impact, and even a signature phrase that sounded unmistakably like them.

Which left me, the professional facilitator, with a rather interesting question:  What the heck am I going to do with these?

Because creating something clever is one thing; turning it into a meaningful conversation about the team is another.

From Superhero Cards to a Three-Day Conversation

Even though the CEO had everyone receive just their own superhero card during check-in, I wanted the team to discover one another’s strengths through them.

So I created a second, stripped-down “Pick a Card” deck for myself. Each card contained enough information to recognize the person (the superhero headline, key attributes, and signature phrase), but not the person’s name or photograph.

On the first morning of our strategy meeting, the CEO explained the genesis of the cards, and then the fun began.  One person selected a card from my deck, and that person read the archetype and attributes aloud.  The team had to answer two questions:

  1. “Who is it?”
  2. And, more importantly, “Why did you pick that person?”

That second question changed everything, because now they weren’t simply playing a guessing game.  They were talking about one another.

  • “That has to be _____ because she always…”
  • “No, I think it’s _____. Remember when he…”
  • “Oh, that is SO her!”

Whenever someone made a guess, I would look at the person they had named and tell the group whether they were right….Or not.

Once they finally figured it out, we put the person’s full superhero card up on the screen and handed each team member their professionally printed card with the intent that the entire team would have the complete deck of cards.

And that’s when some of my favorite moments happened.

  • “I think I’m gonna cry! This is so nice.”
  • “Look at that six-pack!”
  • “Yep, the signature phrase is definitely YOU.”

There was laughter. There was teasing. There was genuine surprise.  And every few minutes, somebody saw themselves through the eyes of their colleagues.  That was the magic.

The Cards Weren’t Really the Exercise

We often use assessments, inventories, and other tools to help team members understand themselves and one another.  They can be incredibly useful, but this was different.

These “results” hadn’t come from an assessment.  The raw material came from the people sitting in the room.  Each person had described what they believed their own superpower to be. Their teammates had independently described what they saw as that person’s superpower.  ChatGPT simply helped transform those observations into a creative superhero persona, but the substance underneath it (and the language used) belonged to the team.

And then we added another important ingredient:

We made them explain their guesses.  Think about the difference.  If I show you a card and ask, “Who is The Conversation Catalyst?”, you might shout out a name.  But if I follow it with:  “Why do you think it’s her?”, now you have to articulate what you see.

  • “She asks the question nobody else is asking.”
  • “She gets us talking about the real issue.”
  • “She can take five completely different opinions and somehow help us find the common thread.”
  • “She makes sure everybody gets heard.”

Suddenly, this isn’t a guessing game anymore.  It’s recognition, which is priceless.

Don’t Do Them All at Once

There were about sixteen people on this team, and I could have turned the superhero cards into a single 60- or 90-minute team-building session, but I’m glad I didn’t.

Instead, I wove them throughout the three-day meeting.  We did four at lunch on the first day. Four during the morning of Day Two. Another four that afternoon. And the final four on the morning of Day Three.

Why four?  No grand facilitation theory here.  Four was just easier.  It was enough to create energy without allowing the activity to take over the agenda.  Because we kept coming back to it, the superhero exercise became a thread running through the entire strategy meeting.

  • People began anticipating the next reveal.
  • They got better at listening to the clues.
  • They started recognizing patterns in one another.
  • And, perhaps most importantly, the conversation about strengths wasn’t something we “did” for an hour and then left behind.  It stayed in the room.

There’s Something Powerful About Being Seen

One of the things that struck me most was the emotional response.  Yes, the cards were fun.  The superhero costumes certainly didn’t hurt.

Yet there is something undeniably entertaining about discovering that AI has given one of your colleagues superhero shoulders, flowing robes, or an impressive six-pack.  But underneath the laughter was something very human.  People felt seen.

Think about how often someone on your team hears what they’re doing wrong.  What needs to change.  Where they need to improve.  What they could be doing differently.  Now think about how often someone gets to sit in a room while their colleagues essentially say, “This is what is extraordinary about you.”  Not as part of a formal performance review.  Not because someone has been instructed to “say something nice.”  But because the team is trying to identify them from a description of the qualities their colleagues genuinely associate with them.

That’s a very different experience, and it explains why a funny superhero card could prompt someone to say, “I think I’m gonna cry.”

From My Superpower to Our Superpowers

But there was one more step.  And it may have been the most important one.

At the end of our three days together, after every individual card had been revealed, we brought the superheroes back together.

Now the question wasn’t:

What is your superpower?

It was:

What are OUR superpowers?

  • What do we have in abundance on this team?
  • Where do our strengths complement one another?
  • What becomes possible when we deliberately combine them?
  • Are there superpowers we may be underusing?
  • And, as we look at the strategy we’ve just spent three days developing, how can we use these collective strengths to make it happen?

That moved the conversation from individual appreciation to team capability.  That is an important distinction.  A team isn’t extraordinary because it contains extraordinary individuals.  It becomes extraordinary when those individuals understand what each person brings—and learn how to put those strengths to work together.

AI Made the Cards. Humans Made Them Matter.

There’s another reason I’ve been thinking about this experience ever since.  It would be easy to describe this as an “AI team-building exercise.”  But I don’t think that’s what it was.

Yes, AI was the creative engine, but it took relatively simple human input and helped turn it into something imaginative, unexpected, and highly personalized.

  • It gave us superhero archetypes.
  • It helped shape the language.
  • It created the visual world.
  • It produced something far more engaging than a spreadsheet listing everybody’s strengths.

But AI wasn’t responsible for the moments I remember.

  • It didn’t create the laughter when someone recognized a teammate from a signature phrase.
  • It didn’t create the stories people told to explain their guesses.
  • It didn’t create the expression on someone’s face when their superhero appeared on the screen.
  • And it certainly didn’t create the relationships behind the observations in the first place.

The technology created the artifact.  The facilitation created the conversation.  The people created the meaning.

That distinction matters, especially as more of us experiment with AI in meetings, retreats, and team development.

The question isn’t simply, “What can AI create for us?”  A much more interesting question is, “What conversation could this help us have?”

The Cards Weren’t the Magic

Could we have had a conversation about individual strengths without superhero costumes, dramatic archetype names, and ridiculously flattering AI-generated physiques?  Of course.  Would we have had the same conversation?  I don’t think so.

  • The creativity gave people permission to play.
  • The guessing made them curious.
  • The humor lowered the stakes.
  • The words from their colleagues made it personal.
  • The staggered reveals kept the conversation alive throughout the meeting.

And the final debrief helped sixteen individual superheroes recognize the extraordinary team they could create together!


Want to Create a Superpower Team Experience With Your Own Team?

I’ve turned this experience into a complete Superpower Team Facilitator Kit including the team-input process, prompts for creating consistent superhero archetypes, card-design guidance, the Pick-a-Card reveal activity, facilitation instructions, debrief questions, the collective-superpowers exercise, and practical guidance for printing and presenting the finished cards.

If you’d like to create a superhero experience for your team, contact me and ask for the Superpower Team Facilitator Kit.

Because identifying someone’s superpower is fun.  Discovering what happens when an entire team puts its superpowers to work together?  That’s where it gets extraordinary.

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Design element from Canva

I recently returned from my annual pilgrimage to Influence, the National Speakers Association’s annual convention, held this year in Austin, Texas. Every year I come home with new ideas, new and renewed friendships, and at least one question that lingers long after the conference ends.

This year’s question came from my friend and colleague, David Horsager. Speaking to a room full of CPAEs, members of the U.S. Speaker Hall of Fame, he asked us a simple question:

“Would you follow you?”

Not, “Are you a good leader?” Not, “Are you successful?”

Just five words.

Would you follow you?

I haven’t been able to shake that question.

Like most leaders, I would like to believe the answer is yes. But when I look back over more than forty years of leading people and teams, I have to admit there were seasons when my answer would have been a resounding no.

I wasn’t always someone I would have wanted to follow.

Looking back, I can see that I was sometimes so focused on results that I forgot leadership is about people first and tasks second. On more than one occasion, I assumed I had the answers instead of asking better questions.

Far too often, I listened only long enough to prepare my response instead of genuinely seeking to understand another person’s perspective.

And then there were the seasons when life simply got in the way.

Reluctantly moving from one city to another, I was carrying some baggage that inevitably spilled into my work. During COVID, like many leaders, I found myself navigating uncertainty, isolation, and stress. Looking back, I’m sure there were days when I wasn’t even the best person to be around, much less the kind of leader others wanted to follow.

Those experiences taught me something important.

Leadership doesn’t happen in isolation. We don’t check our personal lives at the office door. Our emotional health, our self-awareness, and the way we manage adversity all influence the experience others have working with us.

Over the years, one definition of leadership has guided my thinking. It’s adapted from a quote often attributed to Dwight D. Eisenhower:

Leadership is the art of getting people to want to do what must be done.

The key word is want.  Anyone with enough authority can get people to comply.  Great leaders inspire commitment.  They create an environment where people choose to give their best because they trust the leader, believe in the mission, and know their contributions matter.

That’s why I’ve long believed that people don’t follow titles. They follow trust.  A title may earn you a position.  Trust earns you followers.  Trust is built through consistency, humility, competence, and genuine care for others. It grows when leaders admit mistakes, ask for feedback, and keep learning. It deepens when people know their leader values them as human beings, not simply as contributors to the next objective.

As I reflected on David’s question, I realized something else:  Leadership isn’t measured during our best days.  It is measured during our hardest ones.

Under pressure…

When life throws us a curveball…

In moments of exhaustion, frustration, disappointment, or overwhelm…

That’s when people discover who we really are.

None of us gets this right all the time. I certainly haven’t.  The good news is that leadership is a practice, not a destination. Every day gives us another opportunity to become someone people genuinely want to follow.

So here’s my challenge to you:

Take a few quiet minutes this week and ask yourself one simple question:

Would you follow you?

Don’t answer too quickly.  Really think about it.  Then ask someone you trust, someone who will tell you the truth:

“What’s one thing I could do that would make me a better leader… someone people genuinely want to follow?”

Listen carefully.  Don’t defend yourself.  Just learn.

Because if leadership is truly the art of getting people to want to do what must be done, then becoming that kind of leader begins with the courage to look in the mirror.

And that’s a journey worth taking.

Related Article:

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