💰 Experience Leadership

Hi there,

In the 2025 movie, F1, the pit crew heard: “Slow is smooth and smooth is fast”. Slow wasn’t about non-urgency. It was about stepping back for a moment to re-group, to re-think how everything fits together, to take an “umbrella approach” to their work collectively.

They shifted their mindset and habits from solo crew members’ speed to coordinated teamwork with crystal-clear shared vision.

This meant aligning and embedding unified success factors in everyone’s mindset and habits.

This shift was also needed by the F1 leadership team’s outlook and play-by-play guidance to the drivers, designers, testers, and entire organization. Success is more than the driver or car — success absolutely requires the whole team to get in-sync.

It’s the same in business success, along with customer experience, employee experience, and partner experience success.

“Umbrella thinking” is influencing everyone and everything to get in-sync. This is Experience Leadership.

Gain-&-Retain roles thrive when Align-&-Embed prevails.

When CX+EX align-and-embed are missing, gain-and-retain loses power.

Umbrella thinking is the CEO’s and Board’s role, but they were not trained for Experience Leadership in business school, nor by the media, etc.

So, once-loved brands — Nokia, Mosaic, Shiseido, Blockbuster, Toys R Us, Sears, Southwest Airlines, and other brands worldwide — lost what made them special.

Hundreds of brands today may be in danger of the same fate, as noted by massive layoffs in 2025. (See Snowball Effect issue of this newsletter.)

Heads up! Can you teach your CEO, CFO, and Board? Yes! It’s all about how you talk about what you’re seeing and hearing from customers.

Is your role Green? Weave gold into green! Shift-up financial gains by how you report what you’re doing.

Gold is shifting YOUR mindset in how you talk internally and expanding who you talk to in ways that light a fire under their seat positively, energetically, harmoniously to adapt what they're already doing in-sync with core-growth customers' aims to prevent pebbles in their shoes and continually increase value for price paid.

See how easy it is to gain gold skills: 
1—Right Things Right
2—CX Financial Savvy
3—CX Council
4—Interaction Bridges
5—Stakeholder Motivation
6—Silo-Smoothing
7—C-Suite Guide to CX=EX=Growth
8—AI for CX DNA Infusion

With your access to customers’ comments, you can drive umbrella thinking for coordinated teamwork with crystal-clear shared vision. You can get the ball rolling for aligning and embedding customers’ aims into how your business is run. This is your ticket to multiplying gain-and-retain value for years to come.

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