5. John Stanhope,
Former CFO of Telstra. Chairman of Australia Post
“When the customer
makes you or your
business the centre
of what they do in
your solution area,
you have achieved
customer centricity."
CUSTOMER CENTRIC LEADERSHIP
16. A.G. Lafley,
Former CEO, Procter & Gamble
“I am a broken
record when
it comes to saying,
‘We have
to focus on the
consumer.’...
I don’t think the
answers are just
in the numbers.
You have to get
out and look.”
CUSTOMER INSIGHT
19. “Some people say,
‘Give the customers
what they want.’ But
that’s not my
approach.
Our job is to figure out
what they’re going to
want before they do.”
CUSTOMER FORESIGHT
Steve Jobs,
Founder and Former CEO, Apple
34. Richard Branson,
CEO, Virgin
“A company is
people….
Empoyees want to
know... Am I being
listened to or am I
a cog in the wheel?
People really need
to feel wanted."
EMPOWERMENT
36. John Mackey,
Founder and CEO, Whole Foods Market
“Business is simple.
Management’s job is to
take care of employees.
Employee’s job is to take
care of the customers.
Happy customers take
care of the shareholders.
It’s a virtuous circle"
EMPOWERMENT
37. Tony Collins,
Former CEO, Virgin Trains UK
“Put your trust in
people, not in
processes."
EMPOWERMENT
38. J W Marriott,
Chairman and CEO of Marriott International
“Take good care of your
employees, and they’ll
take good care of your
customers, and the
customers will come back"
EMPOWERMENT
42. COLLABORATION
“The secret is to
gang up on the
problem, rather than
each other.”
Thomas Stallkamp,
Former Executive from Chrysler Corporation
43. COLLABORATION
“Collaboration is vital to
sustain what we call
profound or really deep
change, because without it,
organizations are just
overwhelmed by the forces
of the status quo.”
Dr. Peter M. Senge,
Senior Lecturer MIT Sloan School of Management
44. COLLABORATION
“The leaders who work most
effectively never say ‘I.’ And that’s
not because they have trained
themselves not to say ‘I.’ They don’t
think ‘I.’ They think ‘we’; they think
‘team.’ They understand their job to
be to make the team function.
They accept responsibility and don’t
sidestep it, but ‘we’ gets the credit….
This is what creates trust, what
enables you to get the task done.”
Dr. Peter F. Drucker,
The World’s Most Prolific Management Writer
47. STRATEGIC ALIGNMENT
Alex Bard,
Former SVP and GM at Salesforce.com
“As you grow, to get
everybody on the same
page you must
document what you
stand for by being very
clear about your values.
The first one is –
people matter.”
48. STRATEGIC ALIGNMENT
John Kotter,
Professor Harvard Business School
“Leaders establish the vision
for the future and set the
strategy for getting there;
they cause change.
They motivate and inspire
other to go in the right
direction and they, along with
everyone else, sacrifice to
get there.”
50. STRATEGIC ALIGNMENT
Michael Porter, Professor, Harvard Business School
Author – Competitive Strategy
“The essence of
strategy is choosing
what not to do”
51. STRATEGIC ALIGNMENT
Jack Welch
Former CEO – GE
“Good business
leaders create a
vision, articulate the
vision, passionatley
own the vision and
relentlessly drive it
to completion”
52. STRATEGIC ALIGNMENT
“A mere 7% of
employees today fully
understand their
company’s strategies
and what’s expected of
them in order to help
achieve company
goals”
Robert S Kaplan – Professor, Harvard Business School.
Coauthor - The Balanced Scorecard
53. STRATEGIC ALIGNMENT
“If the rate of change on
the outside exceeds the
rate of change on the
inside, then the end is
near.”
Jack Welch
Former CEO – GE
54. David Thodey,
Former CEO, Telstra
“As a leader, I want
to be an agent for
the customer."
CUSTOMER CENTRIC LEADERSHIP
55. Tony Collins,
Former CEO, Virgin Trains UK
“A leader needs
passion, courage
and an ability to
listen."
CUSTOMER CENTRIC LEADERSHIP
Notas do Editor
Starting with customer experience reflects a customer culture.
Starting with these questions:
What is the impact on our customers?
What do we want them to do?
What do we want them to experience? Being deliberate about these things is really what sets company’s apart