Inside Your Organization Shows Up in Customer Interactions

Inside Your Organization Shows Up in Customer Interactions

How your organization works on the inside is often how it feels to your customers on the outside.

In this episode, Gary and Kim explore how communication structures, incentives, culture, and organizational design directly shape customer experience. From Conway’s Law to real world examples in startups, hospitality, and large enterprises, they unpack why silos, misaligned objectives, and decision friction quietly show up in product and service interactions.

The conversation challenges leaders to rethink how teams are organized, how success is measured, and how employee experience ultimately becomes customer experience.

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Episoder(41)

Because Someone Said So

Because Someone Said So

Kim Scribner and Gary Lancina return from a late-summer break to tackle a phrase that grates on both of them: "we're doing this because [so-and-so] said so." Is blind compliance ever the right move, o...

15 Sep 35min

TFL SHORTS: Innovators

TFL SHORTS: Innovators

In this revealing short conversation, Gary Lancina and Kim Scribner dive into the subtle differences between leaders who build, innovate, and galvanize. They explore how understanding your innate stre...

8 Sep 11min

What Makes Great Teams

What Makes Great Teams

What separates a team you tolerate from one you'd follow into a snowstorm (literally)? Host Kim Scribner reunites with four former colleagues — Scott Bane, Lindsay Smith, Nate Carney, and Riley Nevil ...

1 Sep 32min

TFL SHORTS: Operational Debt

TFL SHORTS: Operational Debt

Kim Scribner sits down with Sarah Smith, Chief Innovation Officer of Iconoclast Innovations, to talk about operational debt — the lesser-known cousin of tech debt. They dig into why onboarding often f...

25 Aug 13min

L&D in Healthcare

L&D in Healthcare

The U.S. is short hundreds of thousands of electricians, millions of medical assistants, and countless other skilled workers — and the barriers keeping people out of these careers are often language, ...

18 Aug 32min

TFL SHORTS: Radical Candor

TFL SHORTS: Radical Candor

Radical candor only works when the room can hold the truth. Kim Scribner and guest Aniela Larson unpack how to give direct feedback in workplaces where psychological safety is thin and hierarchy is he...

11 Aug 15min

The Leadership Mirror

The Leadership Mirror

What if the secret to better leadership is a mirror, not a manual? This week, Kim Scribner and Gary Lancina sit down with Julie McManus, author of The Leadership Mirror, to unpack how introspection is...

4 Aug 43min

TFL SHORTS: Trust

TFL SHORTS: Trust

Imagine a workplace where politics fade away, accountability is mutual, and team members operate as a cohesive unit committed to shared goals. That’s the power of trust in action. Drawing from militar...

28 Jul 13min

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