In this episode, you will hear from Chris Green who works as an organizational consultant and partner at Arch and Tower, a company that focuses on Customer and Employee Experience and Operational Excellence. As leaders striving to give your best to the organization or company you lead, this conversation will help you reimagine the lens in which you view your brand’s operational excellence. Learn why operations are the manifestation of your brand and how your employee experience is driving the customer experience. Chris introduces us to the concept of Initiative Fatigue, what it means, what it is costing you, and actionable ways to combat it. As a longtime follower of his leadership, I am grateful for his insight and the impact of this conversation.

Memorable quote: “If you want to compete on experience you have to drive operations through the idea of brand - Who are we? Who do we want to be? What are our systems and processes, and how does it make people feel?” (15:20 )