At its heart, business is a story about people helping people.
But sadly, people in larger organizations frequently suffer because their leaders make decisions without knowing the whole story—a common side effect of growth. It’s caused by distance. Distance turns customers into revenue targets and employees into resource quantities. The resulting gaps in the story get unconsciously filled with bias, opinion, and speculation.
Friction is the unescapable consequence, and that friction slowly wipes out employee engagement and customer loyalty—a soul-crushing experience.
But it doesn’t have to be that way.