2002 | OriginalPaper | Chapter
The massive impact of leadership and culture on the customer experience
Authors : Colin Shaw, John Ivens
Published in: Building Great Customer Experiences
Publisher: Palgrave Macmillan UK
Included in: Professional Book Archive
Activate our intelligent search to find suitable subject content or patents.
Select sections of text to find matching patents with Artificial Intelligence. powered by
Select sections of text to find additional relevant content using AI-assisted search. powered by
Leadership is everything. Leadership is the single most important thing in our business. Unless the general manager of the shop is leading the team and providing a well managed, secure, well organized and inspirational environment, there is no customer experience. There can be all sorts of components to leadership, but one part of leadership is having very clear values and very clear ideas about what is important. The second part is looking after your people. If you have got a clear idea of where you want to go and you look after your people, there will be a good chance of getting there. It is the most important thing in our whole business.