Host Cindi Koetzle welcomes Robert Hargrove—author and founder of the Harvard Leadership Research Project, Masterful Coaching. Hargrove offers a window into his current experiences of HR practitioners existing in organizations' pre strategic business partner model. A bold reminder to continue the work of capability building to prepare, partner and perform alongside the business to elevate strategic HR roles into trusted, collaborative and valuable players. After Hargrove shares his observations of underutilized HR professionals, they talk change management, crafting a shared vision and building alignment—the latter demanding far more time, intention, and relationship-building. If you are interested in learning more about the Strategic Human Resource Business Partner model certification course, check us out at hci.org
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Host Cindi Koetzle welcomes Robert Hargrove—author and founder of the Harvard Leadership Research Project, Masterful Coaching. Hargrove offers a window into his current experiences of HR practitioners existing in organizations' pre strategic business partner model. A bold reminder to continue the work of capability building to prepare, partner and perform alongside the business to elevate strategic HR roles into trusted, collaborative and valuable players. After Hargrove shares his observations of underutilized HR professionals, they talk change management, crafting a shared vision and building alignment—the latter demanding far more time, intention, and relationship-building. If you are interested in learning more about the Strategic Human Resource Business Partner model certification course, check us out at hci.org
Engagement In, Satisfaction Out: The HR-Customer Connection
Nine To Thrive HR
31 minutes 52 seconds
1 month ago
Engagement In, Satisfaction Out: The HR-Customer Connection
On this episode of Nine to Thrive HR, host Cindi Koetzle chats with Kerry Hecht, Founder and CEO of 10K Humans, to explore the powerful intersection of market research and HR. Drawing on decades in an empathy-driven research field and her experience as a small-business owner, Kerry explains how customer insights translate into people strategies: attracting the right candidates, strengthening engagement, and retaining talent. The conversation unpacks why validated feedback loops matter, how employee engagement correlates with customer satisfaction, and what to do about common pitfalls—stakeholder bias, “respondent fatigue,” and the gap between stated values and lived experience. Kerry highlights the rise of personalization at scale through data and technology, and offers practical ways HR can borrow from research playbooks—continuous listening, iterative refinement, and persona development (including AI-assisted personas) to bring workforce data to life. Whether you’re designing programs, influencing senior stakeholders, or steering change one “toothpick turn” at a time, this episode delivers actionable ideas to make organizations more human-centric and competitive.
Nine To Thrive HR
Host Cindi Koetzle welcomes Robert Hargrove—author and founder of the Harvard Leadership Research Project, Masterful Coaching. Hargrove offers a window into his current experiences of HR practitioners existing in organizations' pre strategic business partner model. A bold reminder to continue the work of capability building to prepare, partner and perform alongside the business to elevate strategic HR roles into trusted, collaborative and valuable players. After Hargrove shares his observations of underutilized HR professionals, they talk change management, crafting a shared vision and building alignment—the latter demanding far more time, intention, and relationship-building. If you are interested in learning more about the Strategic Human Resource Business Partner model certification course, check us out at hci.org
