“If you wait for customers to tell you that you need to do something, you're too late. Good business leaders should be half a step ahead of what customers want, i.e. they don't actually quite know they want it. That's what innovation's about. With Plan A, we didn't wait for the consumers to tell us.” IfsKnowsWantNeedsShouldWaitingHalfLeaderStepsPlansLateInnovationCustomersConsumersToo LateBusiness LeadersGood Business Author:Stuart Rose
“After all, if you have the majority of customers, then what you do becomes the standard. Your competitors have little choice but to follow. If you are the leader, then having a nonstandard infrastructure is a bad idea. Ultimately, it leads to extinction.” IfsLittlesIdeasChoicesLeaderStandardsMajorityCustomersCompetitorsInfrastructureExtinctionBad Ideas Author:Douglas Gwyn
“Top-down leaders, by withholding power from those in the ranks, deprive them of the ability to use the expertise and information vested in them to respond directly and with speed to customer concerns.” UseLeadershipAbilityLeaderInformationConcernCustomersSpeedExpertiseWithholdingTop Down Author:Sally Helgesen
“When leaders behave consistently with the expectations of customers, they are doing things inside their organization that deliver value outside.” ValuesLeaderExpectationsOrganizationCustomersBehaveConsistently Author:Dave Ulrich
“Passion creates energy and magnetically pulls co-workers and customers into a shared vision, and it is exceptionally strong when linked with a leader's values.” ValuesPassionEnergyStrongLeaderVisionWorkersCustomersLinkedCo WorkerShared Vision Author:John C. Maxwell
“Six Sigma is a quality program that, when all is said and done, improves your customers' experience, lowers your costs, and builds better leaders.” SaidDoneQualityLeaderCostSixProgramCustomersSaid And DoneCustomer Experience Author:Jack Welch
“Leaders should interact with everyone in their organization as if the interaction is being recorded and will be used as a training film on how to treat colleagues, coworkers, and customers.” IfsShouldFilmUsedLeaderTrainingOrganizationTreatsCustomersInteractionColleaguesCoworker Author:Bill Crawford