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ABOVE THE LINE: LEADING WITH CLARITY & COURAGE
-- by Jamey Lutz In every conversation, every decision, every moment—we stand at a line. It’s not drawn in ink or carved in stone. It’s invisible, yet unmistakable. A boundary between two mindsets: one that lifts, and one that limits. Above the line is ownership, curiosity, and accountability. It’s the posture of a learner, a coach, a high-trust leader. It asks, “What can I learn? How can I contribute?” It powers culture, strengthens resolve, and multiplies leadership impac


"What Am I Capable Of?"— A Paradigm-Shifting Question for Leaders
-- by Jamey Lutz As someone who’s spent years immersed in the world of leadership development, marketplace culture, and human behavior,...


BURN THE BOATS: WHY EFFECTIVE LEADERS ELIMINATE THE ESCAPE HATCH
-- by Jamey Lutz What non-negotiables define your culture? In 1519, Spanish conquistador Hernán Cortés made a decision that would echo...


The Edison Effect: Unlocking Team-Based Innovation
-- by Jamey Lutz The way a team plays as a whole determines its success. You may have the greatest bunch of individual stars in the world, but if they don’t play together, the club won’t be worth a dime. —Babe Ruth Views of achievement in our formative years are largely based on an assumption that success is a solo pursuit. Grades, test scores, and personal accolades shape our early trajectory—from college admissions to career entry. Likewise, our individual performance withi


WHY EMPOWERMENT FAILS — AND HOW TO FIX IT
-- by Jamey Lutz In too many organizations, the people at the top have all the authority and none of the information, while people on the...


THE WIND-TESTED LEADER: A GUIDE TO GROWTH BY DESIGN
-- by Jamey Lutz More than three decades ago, a group of scientists launched a highly unconventional project named Biosphere 2. The project consisted of a 3.14-acre biodome (a type of greenhouse), complete with numerous miniature ecosystems, including a rain forest, desert, ocean, mangrove swamp, savanna, and rural farm. The biodome was completely self-contained, meaning no air, water, soil, or other elements could enter or exit. Among the major goals of Biosphere 2 was to h


Why Hearing Your Customers Isn’t the Same as Listening to Them
Ever been in a conversation where someone clearly wasn’t paying attention? One of my favorite examples goes like this: A husband hears...


THE HIDDEN LINK BETWEEN RECOGNITION AND ACCOUNTABILITY
-- by Jamey Lutz The Recognition and Accountability Paradox At first glance, recognition and accountability may seem like unrelated...


EGG ROLLS AND EYE ROLES: THE DANGEROUS GAME OF GREAT PRODUCT, POOR SERVICE
-- by Jamey Lutz A great product cannot forever overcome poor service. There’s a Chinese restaurant my family has been frequenting for...


CULTURE IN THE CRACKS: THE SUBTLE MOMENTS THAT SPEAK VOLUMES
-- by Jamey Lutz Seemingly small things create huge impact! It’s tempting to believe that culture is built in conference rooms and...


BAD NEWS TRAVELS FAST—SO SHOULD YOU!
By Jamey Lutz— The Temptation to Wait In 2010, BP faced one of the worst environmental disasters in history—the Deepwater Horizon oil...


Designing Cultures that Last
By Jamey Lutz— Be wary of perceived shortcuts! Designing an exceptional workplace isn’t a checkbox activity—it’s a continuous journey of...


HANGING BANNERS AND BUILDING DYNASTIES
By Jamey Lutz— Are you and your team committed to hanging corporate banners? Some of my fondest collegiate memories revolve around the...


Watch Your Words: How Leaders Shape Culture Through Communication
By Jamey Lutz— Effective communication is more than a leadership skill—it’s a foundational pillar of trust, engagement, and...


Beyond 'No' : How to Keep Customers Engaged Even When You Can't Say Yes
By Jamey Lutz— For more than a decade, my amazing wife has taught two- and three-year-old toddlers at a local church preschool. If...


Climate Control: 6 Strategies to Cultivate Workplace Engagement
By Jamey Lutz— How would you describe your organizational climate? Many organizational leaders intuitively understand that a motivated...


mere satisfaction is simply not good enough!
By Jamey Lutz— Customer loyalty is deeply rooted in perception. In fact, 70% of loyalty is influenced by how customers feel they are...


Customer-Centric Leadership: Let the Numbers Take Care of Themselves
By Jamey Lutz— Focus first on people... not numbers. In his excellent book Reset , author Dan Heath challenges us to ask a...


Connecting Purpose and Performance
By Jamey Lutz — Years ago, Wharton management professor and best-selling author Adam Grant studied a group of college students hired to...


The Better Sameness Dilemma: Rethinking Customer Experience
By Jamey Lutz— Standing Out in a Sea of Sameness In today's fast-paced and highly competitive business world, many organizations fall...


The Snow Globe Effect: Shaking Up Organizational Culture for Lasting Change
By Jamey Lutz— A few years ago, I had the privilege of attending an enlightening keynote address at a management symposium in Atlanta....


WHAT MY FAITHFUL CANINE TAUGHT ME ABOUT LEADERSHIP
By Jamey Lutz — Have you ever had a companion—human or animal—who taught you more about leadership than any book ever could? Someone who...


Everything Starts with Belief
By Jamey Lutz— Armed with a handful of presentation slides, an overhead projector and a large supply of test samples, twenty-six-year-old...


Ikigai – A Recipe for Meaning and Purpose
By Jamey Lutz — South of mainland Japan, where the East China Sea meets the Pacific Ocean, lies the magnificent island of Okinawa. Also...


Customerization Unleashed: Making Service Their Way
By Jamey Lutz and Chip Bell— A newlywed couple spent the first part of their honeymoon at the Disney World Magic Kingdom, followed...


Service Unleashed: Storm Warning
By Jamey Lutz— The Biblical parable of the wise and foolish builders illustrates the importance of constructing one’s life from the...


Addicted to Service Unleashed
By Jamey Lutz— You like to think that you’re immune to the stuff… oh yeah It’s closer to the truth to say you can’t get enough You know...


The Art of the Comeback
By Jamey Lutz— Few things stir the emotions of sports fans like a great comeback. When virtually all rational hope has evaporated,...
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