Chapter 8
How Leaders Get Their Ducks in a Row
Leaders establish the vision for the future and set the strategy for getting there; they cause change. They motivate and inspire others to go in the right direction and they, along with everyone else, sacrifice to get there.
—John Kotter
David Thodey, CEO of Telstra, tells the story of the challenges in creating strategic alignment around the customer in a large, dynamic, complex business. In early 2012 a cathartic experience by senior executives illustrates what it means to put customers first. At the time, executives were asked to telephone three customers who had rated them 10 out of 10 for customer ...
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