May 28, 2007

Leadership challenge

Many years ago, I came across a statistic that claimed that forty per cent of satisfied customers leave

This weekend I came across another statistic that put the challenge facing the New Leader into clear focus – in a study conducted by Watson Wyatt across ten European countries, between 35-41% of people were considering leaving their employment. 41% of Irish respondents were in this space.

So the key challenge for Leaders in today’s ever changing worlds is keeping their internal and external customers happy.

Providing stable employment or delivering good service is no longer enough.

The leader needs to exceed the expectations of his customers, both internal and external.

Converting customers into friends is one way forward; customers leave, friend's dont.
Honouring this, going outside traditional relationships and securing business for your clients is one way of thinking differently and strengthening bonds.

Similarly, reflecting employees goals and dreams in the companies mission statement/ goals – giving them payed time in the week to make a difference via voluntary commitments, or indeed allowing them to develop other ideas on site are also positive ways to keep your internal customers happier.

Without doubt it is time for new thinking for the leaders of tomorrow.

Posted by Kevin Kelly at May 28, 2007 09:05 AM