Page Title

Five Expectations of Customer Leadership

June 5, 2007

1. "Every leader needs to be able to hear the customers 'voice' in everything they do.
2. Leaders who are aware of customer needs should be customer advocates, whether others in the organization are or not.
3. Leaders need to implement only those changes that are customer driven.
4. Leaders need to be knowledgeable about the entire value chain of how work is delivered to the customers and ensure that the value chain interdependencies work efficiently and effectively.
5. All objectives and measures for leaders (and their teams) need to be articulated with a clear connection to the value that the objectives create for the external customer (Weiss, 2005, p.58-61)."

Reference: Weiss, D. S. (2006).  The leadership gap: building leadership capacity for competitive advantage.  Mississauga, ON: John Wiley & Sons Canada Ltd.

The Leadership Gap is available on loan from the Ohio State University Leadership Center.  To borrow this resource or any other resources please go to the resource search page http://164.107.48.88/winnebago/index.asp?lib=???

Back to Top >

Created: 2008-02-28, Updated: 2009-02-26