Leadership in the 21st Century

During her presentation, Stacey Mowbray, president and CEO of Second Cup, remarked that her company may make amazing products but the quality of service at the frontline will ultimately make or break the franchise. For this reason, she believes in inspiring front line employees to “be the brand”, a sentiment echoed by Karen Stinz, chair of the TTC.

“Manage your message” was the advice both women had for business and brands, especially in a digital age where it is all too easy for other people to do it for you. Karen emphasized that front line employees are often the first point of interaction a customer will have with a brand; thus, it is important for these employees to be motivated to effectively communicate the brand’s message.

It seemed the undercover bosses could have spoken for days on end about the lessons they have learned from joining the frontlines of their corporations. The impression that the experience of appearing on Undercover Boss Canada has changed each boss for the better was evident in their presentations, but also in the fleeting moments of emotion that punctuated their otherwise professional demeanours. From the looks of it, the business landscape of the 21^st century really is changing. The human aspect of business is now shifting to the forefront and will impact the decisions and behaviour of leaders for years to come.

Liana Crocco has a B.A. in English and currently writes for a number of blogs and magazines, with a focus on current events and the creation and maintenance of effective virtual teams. She also loves philosophy, live music, and film and can be found on LinkedIn.