With a knee brace on and defenders trying to tackle him more than once, he refused to quit. He pivoted, pushed forward, and stretched with everything he had to get the ball over the line. It was one of the most ambitious, focused, and determined touchdowns I’ve seen in a long time.

Leaders, doesn’t this feel familiar?

Remember the Great Resignation during 2021 and 2022? Employees changed jobs in record numbers when they were frustrated by work environments, lack of career growth, inflexible policies, and poor management.

Are you ready for Christmas or Hanukkah (or both!)? Have you finished your shopping, finalized your travel plans, or decided on your holiday meals? If you're like me, this season turns you into a customer more often than usual.

At Voyage Consulting Group, we know that great leadership and strong company culture drive exceptional customer experiences. This morning’s AI Roundtable explored how to leverage AI to refine customer touchpoints and personalization strategies—two critical elements of fostering customer trust and loyalty.

The ability for a company to thrive after a crisis depends on actions of the leadership. The way we address setbacks can have lasting impact on people and performance and the long-term viability of our companies.

Toxic customers, while rare (hopefully!) have a ripple effect on the company, people involved, and people who see the toxic behavior tolerated. The company can be impacted financially by scope creep, depleted morale, disengagement, turnover, and damaged reputation. Employees can be impacted when customers berate them, disrespect boundaries, and demand services beyond what is agreed upon.

A few weeks before the roundtable, I had a LinkedIn Live conversation with Scott Holsman, President of Next Level Performers, where we discussed the same topic. Our main takeaway? No matter how much technology evolves, finding ways to connect genuinely with others remains crucial.

Company culture is not just about perks or the atmosphere at work. When cultivated intentionally, it influences everything from employee engagement, retention, and performance to management capacity to innovation and company performance.

Whether he's dodging defenders, making behind-the-back passes, or leading the team down the field, there’s a point where everything just clicks. He signals to the sideline, calling for the next play, ready to keep the momentum going.

As business leaders, founders, and executives, we face our own kind of high-stakes game every day.

Red flags were all over the field when Starbucks hired Laxman Narasimhan as CEO in 2023, so it was not a big surprise when there were challenges during his tenure, and his time there ended after just sixteen months. The five red flags below could happen to any company, and they are shared to help others avoid the same outcomes Starbucks and its employees and customers experienced.