OLYMPICS LEADERSHIP SERIES – Featuring Michael Brandt

With the eyes of the world on Paris, France, for the 33rd Olympiad, which events are you looking forward to? Do you know that the surfing competition will take place 9,770 miles away from Paris in Teahupo'o, Tahiti, an island in French Polynesia? In the spirit of previous leadership series here on my blog, I've asked 17 leadership and marketing experts to respond to five questions with the hope that both the questions and answers lead you to think about the Olympics in new and interesting ways.

For today's post, I'd like to introduce Michael Brandt. Based in Lugano, Switzerland, Michael is a Certified Customer Experience Professional (CCXP) with 25 years of experience in B2B customer-facing roles delivering lasting changes with measurable growth. He is also a founder Member of the European Customer Experience Organization (ECXO). His main focus areas include Voice of the Customer and Loop Closing, Complaint Management, Customer Experience Culture, NPS* Metrics, and Customer Journey Mapping.

Before we begin, here are my two favorite quotes about the Olympics:

"In baseball and in business, there are three types of people. Those who make it happen, those who watch it happen, and those who wonder what happened." ~Tommy Lasorda (Team USA Baseball Manager in 1984 and Olympic gold medalist)

"You have to believe in yourself when no one else does — that makes you a winner right there." ~Venus Williams (Team USA Tennis, 4-time Olympic gold medalist)

QUESTION: What Olympic MOMENT do you most vividly recall, and why?

MICHAEL BRANDT: At the 1984 Winter Olympics in Sarajevo (Yugoslavia at the time and now Bosnia and Herzegovina), I vividly recall the figure skating performance by Jayne Torvill and Christopher Dean to Maurice Ravel's Bolero. The British are generally not that great at winter sports, and figure skating was, at the time, dominated by the Soviet Union. So, the fact that Torvill and Dean won a gold medal was in itself spectacular. But the actual performance itself was flawless in its execution and remains, today, absolutely breathtaking to watch.

QUESTION: What Olympic MOMENT OR EVENT stands out due to EITHER a lack of OR evidence of LEADERSHIP?

MICHAEL BRANDT: In my opinion, the greatest lack of leadership in the Olympics surrounds the manner in which the World Anti-Doping Agency (WADA) and the International Olympic Committee (IOC) initially dealt with doping issues. Their lack of decisiveness and clarity in dealing with these issues was glaring and caused much confusion and frustration in light of retroactive disqualifications and the reassignment of medals. For those athletes who were reassigned medals later, they will have missed out on the memorable experience of having stood on the podium to receive their medals. The case of Russian figure skater Kamila Valieva would tend to indicate that the issue still persists to a certain extent.

QUESTION: What Olympic SPORT demonstrates effective and/or inspirational leadership?

MICHAEL BRANDT: It's the spirit, unity, and leadership within teams that bring out the true essence of sportsmanship and success in the Olympics, rather than the sport itself.

The Fijian Rugby 7’s team's journey to gold at the 2016 Summer Olympic Games in Rio de Janeiro (Brazil) is a perfect example. Their story is not just about just winning; it's about overcoming adversity, embodying national pride, and showcasing the power of collective effort and leadership.

Fiji's win was more than just a medal; it was a historic moment for the nation of Fiji, bringing together a sense of unity and pride across the country. 

The team faced numerous challenges, including limited resources and the aftermath of a tropical cyclone, yet their resolve never faltered. The leadership, both from the coaching staff and within the team, was pivotal in keeping the team focused and motivated. Moreover, the team's deep-rooted cultural values of teamwork, respect, and humility played a crucial role in their success. The way they integrated these values into their play and team dynamics was truly inspirational. It underscores how leadership that is inclusive and rooted in cultural identity can lead to remarkable achievements.

The Fijian Rugby 7's victory in Rio is a vivid reminder that in sports, as in many aspects of life, leadership that fosters unity, resilience, and respect can propel teams to incredible heights. It's a powerful lesson on the impact of leadership that values and nurtures collective effort and cultural identity.

SHARE THIS: In sports, as in many aspects of life, leadership that fosters unity, resilience, and respect can propel teams to incredible heights. ~@cxexcellence #OlympicsLeadershipSeries #DebbieLaskeysBlog

QUESTION: What is an important BUSINESS LESSON we can learn from the Olympics?

MICHAEL BRANDT: The Olympics demonstrates again and again the importance of building a strong team culture. Olympic teams often exhibit remarkable unity, focus, and dedication to their goals. This strong culture is built on a foundation of shared values, clear objectives, and mutual respect among team members. 

In the business world, striving for and encouraging a similar culture can motivate employees, enhance productivity, and align the team toward common business objectives. A strong team culture supports collaboration, encourages taking ownership, and helps to confront challenges collectively.

Also, Derek Redmond's unforgettable moment at the 1992 Summer Olympics in Barcelona (Spain) really drives home the point that winning is not just about crossing the finish line first. It's about the grit, the push, and the heart you show along the way, especially when the going gets tough. Redmond, hobbling on one leg with his father by his side, showed us that sometimes, it's the fight in you that counts more than the medal you take home.

This scene was a massive lesson for anyone in business (and in life, really). It shows us that reaching one’s goals isn't just about the final result. It's about the hustle, the bounce-back after a fall, and doing things with integrity. It's a shout-out to the idea that the way we tackle our challenges can be just as important as conquering them. So, in the world of suits and ties (or home offices and video calls), it's a reminder to cherish the journey, stick together through the tough times, and always play fair. After all, how you run the race says a lot about who you are.

As I always say: customer experience (CX) is not just about the destination, the journey getting there is just as important!

SHARE THIS: How you run the race says a lot about who you are. ~@cxexcellence #OlympicsLeadershipSeries #DebbieLaskeysBlog

QUESTION: If YOU competed in the Olympics, which sport would you choose, and why?

MICHAEL BRANDT: If I had to pick an Olympic sport, it would be sailing. Sailing is about understanding the environment, similar to navigating the complex terrain of customer experience across various cultures and markets. Sailors adjust their strategies based on the wind and water, much like adapting CX strategies to ever-changing market dynamics and customer feedback. The sport demands a balance between innovation and risk management —pushing the limits while maintaining control, reflecting the approach needed in CX program implementation. Sailing combines strategy, teamwork, and adaptability, mirroring the skills and qualities I like to think I bring to my professional work.

My gratitude to Michael for sharing his leadership insights and for being a part of my #OlympicsLeadershipSeries.

Image Credit: Milosz Sakowski via Unsplash.

Sharing more on Michael's Olympic highlights:

Remembering Torvill and Dean’s timeless 'Boléro' figure skating routine at the 1984 Winter Olympics:

https://www.classicfm.com/composers/ravel/torvill-dean-bolero-1984-olympics/

Fiji Waltz to Olympic Rugby Sevens Gold Against Outclassed Great Britain:

https://www.theguardian.com/sport/2016/aug/11/fiji-great-britain-rio-2016-rugby-sevens-final

Meet Derek Redmond:

https://derekredmond.com/brand-ambassador

For the 2024 Summer Olympics, the sailing competition will take place about 400 miles (or 660 km) away from Paris in Marseille. According to the Olympics website, "Marseille is naturally focused on the sea and thus provides exceptional sailing conditions...The quality of the water conditions off the coast of Marseille, with relatively constant winds and a coastal configuration that is correctly oriented in relation to the dominant winds, without any currents or tides, will ensure ideal tactical and strategic conditions for the competitors."

https://olympics.com/en/paris-2024/venues/marseille-marina

Connect with Michael at these links:

Website: https://www.cx-excellence.com

LinkedIn: https://www.linkedin.com/in/michael-brandt-ccxp-9512a33

Twitter/X: https://www.twitter.com/cxexcellence

Instagram: https://www.instagram.com/Brandt_CX

Check out Michael’s previous appearance here on my blog:

Is Customer Experience Different Around the World? (July 2022)

https://www.debbielaskeysblog.com/2022/07/is-customer-experience-different-around.html

*The Net Promoter Score (NPS) is a well-known measurement used to determine the percentage of customers who would recommend your company to their family and friends, based on a question like this, "On a scale of one to ten, how likely are you to recommend us?"