Customer and External Focus

November 19, 2025

Episode 178: The Hidden Truth About Gender and Leadership Ratings

Details Are workplace evaluations truly objective—or do subtle perceptions still shape how we see male and female leaders differently? In this episode, host Bre

October 21, 2024

Quality vs Quantity in Leadership: Unraveling the Dilemma

Quality versus quantity may be a false choice. A study of more than 10,000 leaders shows how preferences vary by level, function and region,

October 2, 2024

What’s Customer Satisfaction? The Powerful Link Between Leadership, Employee Engagement, and Customer Happiness

Customer satisfaction often starts with leadership. Drawing on the Sears employee-customer-profit chain, Zappos and a Zenger Folkman study of sales managers, the link runs

October 2, 2024

Episode 144: Connecting The Manager, Employee, and Customer Satisfaction Chain

Details In this episode of The 90th Percentile, hosts BreAnne Okoren and Joe Folkman explore the powerful connection between leadership, employee engagement, and customer

April 19, 2023

Episode 108: How Leaders Focus Externally to Improve the Customer Experience

Details Have you ever been on the phone for an hour with customer service, and once you finally get to talk to a human

April 13, 2023

How Leaders Influence the Customer Experience

Leaders shape the customer experience more than they may realize. Matching customer satisfaction data with 360-degree assessments revealed seven leader capabilities, starting with inspiring

November 17, 2021

Episode 54: The Rapunzel Effect– Connecting to the Outside World

Details What value is there in connecting with the outside world? What perspective can we gain from leaving our environment and gaining knowledge from

October 13, 2015

Visionary Leadership for a Changing World