Introduction

Your guide on this journey

Leadership Styles

Goodbye enforcer, hello player-coach!

Simplify Workflows

Rethink Employee and Customer Effort

Brainstorm and test new workflow ideas

Small Steps, Big Wins

Empowering Employees

Reducing Employee Effort

True Leaders Let Employees Guide Them

Your Customer’s Experience

Understand ALL your customers

The Customer and Employee Map

Psychology and Customer Service

Keep in Touch with Your Customers

Tips for Success

Plotting the Roadmap

Guidepost Statements Keep You on Track

Managers are Champions

Measuring Success

How do you measure success?

Measures are for teams, not managers

A Peek at Klever Measures

Measures Are Like Taxes

Building a Knowledge-First Culture

Moving to a Knowledge-First Approach

Leave It Better Than You Found It

Communicate Upwards, Downwards, Sideways, Always

Building an Effective Communications Plan for Any Initiative

You’ve Got This!

Ready, set, crush it!

Now let’s see what you’ve learned!

For each question, choose the best answer

For each question, choose ALL answers that apply

For each statement, choose True or False

Rethink Employee and Customer Effort

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