Most leaders think they’re delivering great customer experiences but are they really? In this episode, Marc Haine breaks down why so many leaders fail at putting customers first, what it takes to build loyalty in today’s world, and the leadership mindset shifts that separate average managers from transformational leaders.
If you’ve ever wondered why your customers aren’t sticking around or why your team isn’t as inspired as you’d like—this conversation is your playbook for change.
🔑 Topics we cover:
The #1 mistake leaders make when it comes to customer experience
Why “managing” your people is killing their potential
The leadership habits that inspire loyalty and trust
How to shift from reactive leadership to proactive culture-building
Real stories from Marc Haine’s decades of leadership experience
🎧 Tune in now and learn how to lead with purpose, inspire your people, and create customer experiences that last.
Chapters
00:00 Introduction to Mark Haine and His Journey
03:14 Theater as a Business Metaphor
06:20 Creating Customer Experiences
09:01 Leadership in the Service Industry
11:58 From Fixing to Innovating Culture
16:33 Embracing Mistakes and Accountability
18:21 The Power of Innovation and Creativity
20:20 Leveraging Employee Strengths
21:43 Understanding Employee Potential
23:09 The Importance of Leadership Awareness
27:43 Identifying Core Issues in Leadership
29:19 The Value of Humility in Leadership
30:47 Discovering Superpowers and Collaboration