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I like "ownership" a lot. One of the conversations I've had with consultants and organization development experts is about accountability. Even when leaders do not hold themselves accountable - they still are by virtue of the power they have been invested with.

Hi Valeria,

"Ownership" - as in:

- own the customer experience
- when something happens, someone has the leadership commitment to say, "I own this", meaning they will see the project to completion and sustainability
- own your relationship with the places you do business

"Own it!"


Hi Valeria,

Very interesting post! I was actually aware of what you are talking about but you have been able to put it down very succinctly which is wonderful.


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