A major theme throughout this book has been that leadership is about relationships, and because social technologies are changing relationships, leadership also needs to change. As I laid out in Chapter One, empowered customers and employees are loath to sit by the sidelines and accept business as usual. There are also systemic changes causing leadership to change—the recent economic recession has seen a marked decline in business confidence, causing company CEOs to promise greater transparency in operations and company financials in order to build customer and investor trust.

All of this leads to a critical juncture in leadership. Yet many of the executives I speak with refuse to acknowledge that ...

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