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The Leadership Book, 2nd Edition by Mark Anderson

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The importance of the customer

It is the customer who shapes a business, whose needs are met. In the end, if there’s no customer, there’s no business. The leader must ensure that all the staff put the customer first in their priorities.

Frequency – constant iteration.

Key participants – all staff.

Leadership rating ****

Objective

It is a simple and obvious truth that without customers a business doesn’t exist. As a leader you must set yourself the objective of ensuring that across your team and operations, it is the customers’ perspective that is applied in decision-making and planning. This will inevitably mean reaching outside the organisational structure and seeing customers as partners, not simply recipients of goods and services. ...

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