In a fast-changing, uncertain environment, leaders and their organizations can build resilience by practicing equanimity, the ability to stay balanced no matter what happens.

Net Promoter Score (NPS) is a great proxy metric but isn’t a surrogate for all that encompasses customer loyalty. Revenue is a great proxy metric but isn’t a surrogate for all of marketing. It’s like saying a street map is the equivalent of a city. You can forget that there is so much more to pay attention to.

At different stages in your career, there are different lessons to pay attention to. Here is bit of reflection on the most valuable lessons I learned along the way.

Safely scale customer-facing empowerment while avoiding chaos. Wisdom from leaders in hospital operating rooms, military theatres, and software development.

To change, humans need a fleeting moment when solid ground gives way. Five ways leaders can open minds to change by creating ‘coachable moments’.

Business complexity often arises from a spirited interaction of many players with independent motives. Randori, an Aikido exercise, is much the same.