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Leaders & Futures
Leaders & Futures
Latest Episodes
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...
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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...
Will AI Affect How We Supervise?
Chief and Dr Lugo discuss how AI might affect supervision practices. Lugo explains that while AI tools like ChatGPT and Claude can be useful, they are most beneficial for experts who can evaluate the output and make informed decisions. They agr...
