Five Heart Habits of Uncommon Leaders

Five Heart Habits of Uncommon Leaders

It’s another great book giveaway.

20 copies available!!

Leave a comment on this guest post by Mark Miller to become eligible for one of 20 complimentary copies of his new book, “Uncommon Greatness: Five Fundamentals to Transform Your Leadership.”

Deadline for eligibility is 03/03/2024. International winners will receive electronic version.

Over a career spanning more than four decades, I’ve noticed something about leaders: Most of them are chasing greatness.

Here’s a second observation: Most of the leaders who achieve any measure of greatness discover it is not what they hoped it would be. The recognition, excitement, joy, and fans are fleeting.

I believe every human being was created for another form of greatness: Uncommon Greatness. When pursuing this goal, the leader’s focus is on serving others, not themselves. In the process, the leader elicits greatness from their followers. This rare form of greatness also provides real satisfaction and has an enduring impact.

So, how can a leader shift their focus from common to uncommon greatness? There is only one path: Uncommon Leadership.

For decades, I’ve been searching, studying, stumbling, practicing, and learning, all while attempting to apply the Fundamentals of Uncommon Leadership. These Fundamentals can be divided into two distinct categories: Skills and Heart. Today, let’s examine your heart.

If you want to become a leader people want to follow, you will need to Embody a Leader’s Heart. If your heart is not right, no one cares about your skills.

Uncommon Leaders cultivate 5 heart habits:

Hunger for Wisdom – An unquenchable desire to learn and grow

Expect the Best – A spirit of optimism while remaining grounded in reality

Accept Responsibility –To accept that we, as leaders, are accountable for any shortcomings in the performance of those we lead

Respond with Courage –A willingness to consistently do hard things with grace

Think Others First – The ability to put the needs of others above your own

How’s your heart?

“When you learn to do the common things in life in an uncommon way, you will command the attention of the world.” George Washington Carver.

Be Uncommon… Start with your heart!

Which of the above heart habits are most relevant to you today?

What heart habits do you seen in uncommon leaders?

Mark Miller is a bestselling author of 12 books, speaker, and leadership expert. He is the co-founder of Lead Every Day (leadeveryday.com). His latest book, Uncommon Greatness: Five Fundamentals to Transform Your Leadership (Matt Holt), launches today. 

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When to Use Automatic Call Distribution (And When to Avoid It)

Automatic call distribution (ACD) is a technology used in call centers to distribute incoming calls evenly among customer service agents. ACD helps you make sure every calling customer is connected to an agent as quickly and efficiently as possible.

ACD might sound like a great idea for every type of call center, especially when you handle high volumes and a variety of complex metrics. However, it might not be so effective for a small team that only needs a receptionist or a simple interactive voice response (IVR) system. 

So, when should you use ACD and when are you better off with other options? 

ACD vs IVR: Mistakenly Interchangeable

A lot of people think these two solutions are one and the same. Actually, ACD technology is a complex way to automatically route incoming calls to the right agents, whereas an IVR system uses caller input to direct a call.

These technologies are used at different points in the call, too. ACD routes calls that are already connected, while IVRs are used for pre-call routing. Where an ACD system can use IVR technology, an IVR system does not necessarily need automatic call distribution.

That’s why an interactive voice response system is enough for a team that handles a low volume of calls. They don’t need the automatic distribution part—they just need a smart, easy, and customer-friendly way to route calls to the best agents.

A Closer Look at When ACD Makes Sense

There are plenty of situations where an ACD can come in very handy, such as:

  • When you manage high call volume. ACD ensures that your agents are being utilized to their fullest capacity by evenly distributing calls among them.
  • When your team handles complex, hard-to-classify issues. ACD can help you automatically direct customers to agents with very…

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2 Science-Backed Hacks For Crushing Boring Tasks (M)

Feeling like a zombie at work? Psychologists crack the code to staying focused on boring tasks.

Feeling like a zombie at work? Psychologists crack the code to staying focused on boring tasks.

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Author: Jeremy Dean

Psychologist, Jeremy Dean, PhD is the founder and author of PsyBlog. He holds a doctorate in psychology from University College London and two other advanced degrees in psychology. He has been writing about scientific research on PsyBlog since 2004. He is also the author of the book “Making Habits, Breaking Habits” (Da Capo, 2013) and several ebooks. View all posts by Jeremy Dean

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Do This to Bring Meaning to Work

Do This to Bring Meaning to Work

Your boss can’t give you meaning. Neither can your organization. You can work in healthcare and feel work is meaningless. You can work on an assembly line and find meaning in monotonous work.

Meaning doesn’t come from delivering babies or peeling potatoes.

Meaning comes from within. Activities can be useful or destructive, moral or immoral, difficult or easy, energizing or monotonous.

We don’t find meaning at work. We bring meaning to work.

We don't find meaning at work. We bring meaning to work. Image of a person getting ready to paint.

Viktor Frankl said, “What is demanded of man is not, as some existential philosophers teach, to endure the meaninglessness of life, but rather to bear his incapacity to grasp its unconditional meaningfulness in rational terms.”

Frankl echoes words found in Ecclesiastes. “[God has] put eternity in the human heart, yet no one can fathom what God has done…” We know there’s more to life, but you can’t figure it out.  

Do this to bring meaning to work:

#1. Own it:

Meaning doesn’t jump from behind the door yelling, “Ta Dah! I’m here.”

Belief that meaning is “out there” creates anxiety. The search is futile because you’re looking in the wrong place.

#2. Make it:

Meaning is based on personal values and beliefs.

#3. Reflect on it:

Bringing meaning to work requires self-reflection. No one does it for you.

  1. What are your beliefs? Jews, Muslims, and Christians believe meaning is about honoring God. But you don’t have to be religious to live a meaningful life.
  2. What are your values? Meaningful living aligns with your values. Boring work is meaningful when you value providing for your family, for example.

Meaning is energy to run a painful race. Image of a person running down a lane of trees.

#4. Grow it:

Meaning isn’t magic. Even if you believe life is about honoring God, you still must work out what that means. Sometimes it’s clear. Other times it’s foggy.

How do we bring meaning to work?

What are the downsides of expecting work to bring us meaning?

Still curious:

Find Meaning and Purpose at Work – I Don’t Think So

Simple Practices That Will Change Your Life

How to Find Meaning When Your Job Feels Meaningless

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Here’s When Website Breadcrumbs Actually Help Your Visitors

Similar to directory levels in an operating system, breadcrumbs are secondary navigational tools that help visiting users identify their current positions on websites, mobile applications, and even some offline systems.

A screenshot highlighting breadcrumbs on the Best Buy websiteA screenshot highlighting breadcrumbs on the Best Buy website

In a nutshell, breadcrumbs can help both search engines and human users find their way around your site, but it’s not always clear how important they are to include in your design. 

Technically, What Are Website Breadcrumbs?

The origin of this particular usage of breadcrumbs comes from an old fairy tale about a pair of siblings (aka Hansel and Gretel) dropping a trail of literal breadcrumbs to find their way back home after being left to fend for themselves in a scary forest at night.

Similar to those breadcrumbs, webpage breadcrumbs are used to illustrate a visitor’s journey back to a site’s homepage from whatever page they’re currently on. They provide a constant lifeline in case users ever get lost.

Typically, breadcrumb trails are positioned in a horizontal line just below the main navigation menu of a website, providing clickable links, clear whitespace, and text symbols to distinguish between the different steps along the trail.

Screenshot demonstrating the three levels of breadcrumbs on a pet medication website.Screenshot demonstrating the three levels of breadcrumbs on a pet medication website.

Today, nearly all popular operating systems with a graphical user interface (GUI) use some form of directory trail or breadcrumb navigation to make it easier for users to navigate through directories, folders, and files.

Screenshot of a GUI with a directory trailScreenshot of a GUI with...
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Crafting Effortless Sales Through ‘Wow’ Moments in Experience Marketing

In an era where consumers are bombarded with endless choices and digital noise, standing out as a brand is more challenging than ever. Enter experience marketing – a strategy that transcends traditional advertising by focusing on creating immersive, memorable interactions. This innovative approach leverages the elements of surprise, delight, and reciprocity to forge strong emotional connections with customers, making the sale of your core product feel effortless. But how can businesses implement this strategy effectively? This guide delves into the art of crafting ‘wow’ moments that captivate audiences and transform customer engagement.

The Basics of Experience Marketing

Experience marketing is an evolved form of marketing that focuses on creating meaningful interactions with customers, aiming to elicit strong emotional responses that lead to brand loyalty and advocacy. Unlike conventional marketing, which often prioritizes product promotion, experience marketing centers on the customer’s holistic journey with the brand, creating a narrative that resonates on a personal level.

In today’s competitive market, experience marketing is not just beneficial; it’s essential. It differentiates your brand in a crowded marketplace, elevating your offerings beyond mere commodities to become integral parts of your customers’ lives. Through memorable experiences, you not only attract attention but also foster a community of loyal customers who are more likely to return and recommend your brand to others.

Principles of Experience Marketing

At the heart of experience marketing lie several key principles:

  • Emotional Connection: Crafting campaigns that touch on human emotions, from joy to surprise, creating memorable moments that customers are eager to share.
  • Customer-Centricity: Putting the customer’s needs and desires at the forefront of every marketing strategy, ensuring that each interaction adds value and enhances their experience with the brand.
  • Immersive Experiences: Utilizing technology and storytelling to create immersive experiences that captivate customers, making your brand a living part of their world.
  • Engagement Across Touchpoints: Ensuring consistent, engaging experiences across all customer touchpoints, from digital platforms to physical stores.

Understanding Your Audience

Before diving into the intricacies of crafting ‘wow’ moments, it’s crucial to understand who you’re creating these moments for. Identifying your audience’s pain points and desires is the first step in tailoring experiences that truly resonate.

This involves deep market research, customer interviews, and leveraging data analytics to paint a comprehensive picture of your target demographic. By understanding the journey your customers are on, you can design touchpoints that not only meet but exceed their expectations.

  • Identifying Pain Points and Desires: Use surveys, social media listening, and customer feedback to gather insights. What frustrates your customers about your industry? What do they wish for more than anything else? These insights will guide your efforts to create experiences that truly resonate.
  • Mapping the Customer Journey: Visualize every step a customer takes from discovering your brand to making a purchase and beyond. This map will highlight critical touchpoints where you can introduce ‘wow’…

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The Surprising Link Between Happiness And Your Vocabulary (M)

The words were also linked to better physical health.

The words were also linked to better physical health.

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Author: Jeremy Dean

Psychologist, Jeremy Dean, PhD is the founder and author of PsyBlog. He holds a doctorate in psychology from University College London and two other advanced degrees in psychology. He has been writing about scientific research on PsyBlog since 2004. He is also the author of the book “Making Habits, Breaking Habits” (Da Capo, 2013) and several ebooks. View all posts by Jeremy Dean

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5 Cost-Cutting Call Center Workflows You Can Copy Right Now

Call center workflows can help you automate tasks, free up your agents’ time, stay financially lean, and ensure that customer inquiries are handled on time. 

However useful they may be, though, you don’t need a million workflows to get your call center going. Just the right ones.

Pro-Tips for Implementing the (Free) Workflows Below

First and foremost, you can grab any of the frameworks below as they are and start using them. However, every business is different, and yours will likely show particularities you need to integrate into your workflows. Take a bit of time to review and adjust each template.

One of the main reasons workflows are so helpful is because they connect different departments. Don’t limit them to just your Customer Care team, for instance.

Building a workflow for a call center means you have to align multiple platforms to ensure seamless communication with customers. Start by identifying your customer’s preferred platforms, whether it be traditional phone calls, emails, social media, or live chat. Then integrate them together so information flows freely across all touchpoints. This helps you make sure all customer communications are managed and tracked from one place.

Documenting everything is crucial, even the smallest changes. Without taking notes on what you’re doing or the changes you’re making to a workflow, you’re left with zero traceability and continuity. 

Make sure your entire team is trained, and regularly ask for their feedback. You want to fine-tune your processes to make sure they are up to date with customer demands, business changes, and shifts external to your business.

A mistake to avoid when using call center workflows is being too rigid. Your workflows should be a blueprint, not a robotic template. At the end of the day, every customer interaction is unique, and your team should know how…

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More Siblings, More Misery? Study Reveals Truth About Family Size (M)

Attention and resources matter: research shows how siblings can impact your mental health.

Attention and resources matter: research shows how siblings can impact your mental health.

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Author: Jeremy Dean

Psychologist, Jeremy Dean, PhD is the founder and author of PsyBlog. He holds a doctorate in psychology from University College London and two other advanced degrees in psychology. He has been writing about scientific research on PsyBlog since 2004. He is also the author of the book “Making Habits, Breaking Habits” (Da Capo, 2013) and several ebooks. View all posts by Jeremy Dean

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Can’t Find Clear IVR Pricing? These Estimates Will Help

The most basic hosted IVR plans can cost as little as $20 per user per month. For more advanced cloud-based IVR systems, prices can go up to several hundred dollars per user per month. On-premise IVR systems involve a larger upfront investment, ranging from $5,000 for the most basic setup to $100,000 or more for advanced systems. There are also ongoing maintenance costs to consider.

The key factors influencing call center IVR pricing are whether the system is on-premise or hosted, the number of users (with volume discounts often available), the number of phone lines or numbers required, the payment terms (annual versus monthly), and the specific features needed. For example, adding features such as advanced voice recognition and integration with proprietary systems will increase the cost.

We’ll cover pricing for these categories:

  • Outbound IVR
  • Inbound IVR
  • Hosted IVR
  • On-premise IVR

Keep in mind that these are ballpark figures to help you understand what to expect when it comes to IVR pricing. Actual costs can vary based on your specific requirements and your chosen vendor. 

The Most Common IVR Pricing Structures

Different IVR pricing structures cater to different business needs. Read on for a breakdown of the most common types of IVR pricing structures.

VoIP IVR Pricing

Many VoIP providers include IVR features in their call center plans. These are typically structured around monthly fees and vary from basic to advanced plans, calculated per user or per line. This option is ideal if you’re looking for a modern, internet-based solution that offers a variety of features. 

Hosted IVR Pricing

This is a popular choice for many small and medium-sized businesses due to its lower upfront costs and scalability. Hosted IVR solutions are cloud-based and involve a subscription-based pricing model. Hosted IVRs are an excellent…

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