Being Intentional About Customer Focus

In this episode, Angie Lion of Black River Performance Management and Connie Miller of Credible Advantage discuss the leadership competency, customer focus. We define customer focus as anticipating, meeting and/or exceeding customer needs, wants, and expectations. Together Connie and Angie dive into an impactful conversation around being strategic about customer focus. They discuss customer focus from the bottom to the top of the organization including board effectiveness, and building a culture of legendary service. They discuss leadership challenges that they see across industries that require skill building and courageous leadership.

Connie Miller is the CEO of Credible Advantage, a leadership and board development consulting business. Prior to Connie’s recent retirement, she served as the President/CEO of Icon Credit Union. Connie is an author, and enjoys sharing her insight through her book, “Don’t Sabotage YourCareer”. Connie was honored as one of Idaho’s CEO’s of Influence for her leadership, integrity, vision, diversity, and influence.In addition to her many awards, Connie was also awarded the ThanksBadge II, the highest award in Girl Scouting and most recently MeridianChamber of Commerce’s Business Leader of the Year for 2021. Connie’sgift is helping others discover joy in life and grow in their leadership and career journey. Her passionsinclude building strong leaders and strong cultures in the workplace. Connie has served on many localboards and committees, including board positions for Junior Achievement, Federal Reserve BankCommunity Council, College of Western Idaho Foundation, St. Alphonsus Finance Committee, GirlScouts, and the Arid Club.Under Connie’s leadership, Icon Credit Union was named the 7th healthiest credit union from more than5,400 credit unions in the nation. Icon Credit Union was a recipient of the Best Places to Work forseveral years, just one of the many community recognitions received.Check out our links: LinkedIn: https://www.linkedin.com/company/brpm/ Instagram: https://instagram.com/blackriverpm/ Website: https://blackriverpm.com/