How to Build a Customer-Centric Culture and Reduce Cycle Time with Empowered Leadership

Some leaders teach tactics. Others teach systems; Cheryl Crumb teaches transformation.

In this episode of the No Limits Selling Podcast, Umar Hameed speaks with Cheryl Crumb, global coach, trainer, consultant, and creator of the “Courage in Action” methodology.

For nearly three decades, Cheryl has helped leadership teams across 19 countries build customer-centric cultures, retain top talent, reduce waste and cycle time, and increase employee engagement through empowered leadership rather than obedience.

Her approach is clear:
• Satisfaction does not create loyalty
• Obedience kills initiative
• Hierarchy blocks proactivity
• Real listening means hearing what isn’t said

Cheryl shares why empowered employees outperform compliant ones, how culture becomes a competitive advantage, and why true loyalty is built on trust × skills × intent.

She explains how self-esteem and personal responsibility drive performance and why leaders must influence rather than control.

Cheryl’s work has received global recognition, including Celestica’s High-Performance Organization Partner of the Year Award for her worldwide “Customer First” program.

She is also co-author of the Amazon #1 Best Seller, Cultural Revolution.

If you want to build a high-performance team, lead meaningful change, and create customer loyalty that your competitors can’t copy, this episode shows exactly how.