Leaders are accountable for inspiring, developing, and empowering others. To do that, they must understand the business, clearly communicate and inspire people toward the future, help people develop and access more of their potential, and empower people to utilize their knowledge, skill, and creativity, to do what is best for the customer, the company, and themselves. We believe the four highest priorities of a leader are:
• To focus the intention and attention of everyone on the mission of developing and keeping loyal customers.
• To create a positive emotional culture so that the people can create a positive emotional connection with the customers.
• To engage everyone in implementing the two major growth strategies: differentiation (doing things differently) and continuous improvement (doing things better.)
• To coach every individual to perform at their best and reach their full potential.