John Hightower on Flipping the Organizational Chart

Small Business Matters

An entrepreneur focused on creating value for clients and shareholders, John Hightower is also a 16 year consulting veteran with a tenacious approach to “roll-up-the-sleeves” and optimize results. John thrives by creating solutions in fast-paced, inter-departmental projects, and innovative/disruptive product sets. In 2017, he co-founded Arch + Tower, an FD Company that helps businesses win in the Experience Economy. Show Notes: In this episode, John Hightower discusses the concept of leading with a servant mentality and flipping the organizational chart in order to improve the customer experience. Key Points in this Episode: • Contributions to Small Business [0:02:34] • Career Highlights [0:03:39] • Pirates, Paddlers, and Passengers [0:06:20] • The Impact of Remote Work [0:08:30] • The Lagging Indicator [0:11:18] • Employee Exp. Drives Customer Exp. [0:13:10] • Is the Customer Right? [0:15:18] • Achieving a Customer Focused Culture [017:19] • Best Mistakes [0:19:59] • Advice for Small Business Owner [0:23:33] • Latest Read: "Death by Meeting" [0:27:06] • Favorite Leaders [0:30:16] • Importance of Self Care [0:31:30] • School Traditions [0:33:03] • Contact Info [0:34:57]