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Are you listening to your customers? Do you understand what they’re trying to achieve? Are you using what you learn to actually design a better experience for them?

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As most of you know, one of my mantras for change agents is, “Those darn humans! God bless ’em,” i.e., don’t be surprised by anything. People never seem to mind change... for other people or departments.

The prospect of a “hydrogen economy”—in which vehicles powered by fuel cells would travel the nation’s roadways emitting nothing from their tailpipes but wisps of water vapor—was making headlines 12 years ago.

Time is your most precious resource. If you’re not mindful about how you invest it in your team members, you won’t be happy with the “returns” you get. Being more effective requires you to look at your time in a new light.