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The Hidden Leader by Barry Z. Posner, James M. Kouzes, Laurie Sain, Scott K. Edinger

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CHAPTER SIX

Instill Customer Purpose

Customer purpose drives hidden leaders to see their work in light of the value it provides to the paying customer. It reaches beyond customer service to include the big picture facing an organization at any given point. Understanding the difference between customer purpose and customer service is your first step to building this skill in your employees. It’s also critical to know the sources of customer purpose and the ways it appears in terms of behaviors and attitudes. You can enable customer purpose in your employees by ensuring that they all understand the same definition of “customer” and can link the company’s value promise to their specific tasks.

CUSTOMER PURPOSE ISN’T CUSTOMER SERVICE

Executives ...

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