As previously described, a Customer Leadership Culture recognises and defines what reality is for others. Leadership entails helping others to see a more accurate and insightful view, without preconceptions. To accomplish this, the leader must focus on revealing patterns of behaviour, the impact and cost of fixed beliefs and practices, the pretence, and the barriers and constraints imposed by the organisational design and structure. The new breed of leaders challenge existing mental models, foster strategic thinking, and provide a view of the interrelationships between people, departments and the customer. They bring customer intelligence data to conversations to provide a clear view of reality, and point out ways to make informed decisions and to take meaningful action. This range of skills, collectively called a leadership spectrum, is illustrated in Figure 8.1.
Unable to display preview. Download preview PDF.