16 March 2016
It might seem counterintuitive, but no leader who is truly customer-focused will be loved by all. Does anyone even know what the true “enemies” of real customer service are? How about people within organisations who equate change with badness and who don’t even recognise that they don’t want to be part of positive change, because change is too hard? How about the sheer single-mindedness needed to smash the barriers of orthodoxy in How Things Are Done?