Stronger Through Adversity | Follow the Terrain

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.

During my conversations with leaders, many referenced having no roadmap for leading in the pandemic or suggested their previously crafted maps didn't apply. That prompted me to recall a lesson I learned when I started hiking 14,000-foot mountains in Colorado. A veteran climber told me, when the map doesn't match the terrain - follow the terrain.

They shared how they sought and continued to seek reliable, real-time information on all stakeholder perceptions as well as the financial health of the business. They candidly shared the challenges of garnering accurate data given widespread misinformation and conflicting expert and political guidance. They also spoke about the constant cadence of meetings and the rapid tactical shifts they make. Most importantly, they talked about the constant recalibration required to maintain a steady course in unsteadying times.

I won't get into the stories shared by these leaders, you can find those in the book; however, I will ask how readily you give up preconceived notions or existing plans? Where do you turn for reasonably accurate information amid a sea of distortions? How nimbly are you able to act and course-correct as conditions warrant?

If you would like to learn more about Stronger Through Adversity and get your special 40% off pre-order offer head to strongerthroughadversity.com. Until next time, may you be Stronger Through Adversity by following the terrain.