EPISODE · Oct 21, 2026 · 8 MIN
Where the Handoff Breaks
from From Stalled to Scaling · host Jim Tincher
Your customer's experience is produced by people who don't work for you and aren't measured on your number. In the last of four episodes on the actions from Do B2B Better, I cover greasing the flywheel through Laurie Englert's story at Legrand. She earned the right to change other departments by running the same listening process on her own employees first.
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