Lead With Your Customer, 2nd Edition:Transform Culture and Brand into World-Class Excellence

Introduction

D o you know that disturbing déjà vu moment? It’s the one that comes when:

• Employees are really busy, even task focused, but results aren’t improving.

• You feel as if 20 percent of your staff are doing 80 percent of the work.

• Momentum appears to be on the horizon, then someone introduces a re-org.

• You go through another crazy cycle of having your budget mindlessly slashed, with little strategic thought.

• New initiatives get introduced, but it seems as if it’s still the same “flavor of the month” as the dozen before them.

That’s what compelled us to write the first edition of Lead With Your Customer—to address these very issues ...