Swapisodes 3 and 4 – with Dr Julia Carden, Carden Consulting 

Our Net Promoter Score is 94. That's top 0.1% globally for customer satisfaction and value perception. But we're a four-day week business. We don't answer the phone mid-task. Clients have to go through ops, not direct to the Connectologists®. 

From the outside, that might look like subordinating our clients to our people. Surprisingly, our Employee Net Promoter Score is lower—91. Still unheard of, but lower. 

Dr Julia Carden asks how that works. The answer: people-first doesn't compete with client-first. They're the same thing.

I thought I was self-aware. Then Dr Julia Carden showed me a four-box model. Self-awareness on one axis. Leadership skills on the other. High self-awareness, low skills? You lead with empathy—but you carry everything, and burnout follows. 

Julia has a PhD in self-awareness and a book out now. In this episode, I ask her what most leaders get wrong—and why reflection, not measurement, is the path to leading with wisdom.