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Leaders & Futures
Leaders & Futures
Latest Episodes
THANK YOU, Air Force!
Chief and Dr Lugo celebrate the 79th anniversary of the United States Air Force on September 18th by discussing how their military service shaped their leadership and cultural perspectives. They reflect on how the Air Force provided opportuniti...
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Work vs Job
Dr Lugo and Chief discuss the difference between work and job, with Chief sharing his perspective on retiring to do his "work" rather than just performing a job. They explore how understanding purpose and meaning in work can transform job satis...
The KANO Model
Chief and Dr Lugo discuss the Kano model for understanding customer expectations and satisfaction, focusing on must-haves, satisfiers, and delighters in both products and services. They share personal anecdotes about coffee preferences and cust...
Is the Customer ALWAYS Right?!
Chief Vásquez and Dr Lugo discuss the topic of whether the customer is always right, sharing personal experiences and perspectives on customer service. Chief recounts a recent incident at a restaurant where a customer was difficult, and p...
Will We Forget to Think?
Dr Lugo and Chief discuss the importance of critical thinking in organizations and how leaders must focus on teaching their people to think analytically rather than attributing failures to individuals. They explore how AI should be used as a to...
