For Business Process Professionals

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	August 22, 2006 Twelve Steps To Experience-Based Differentiation Transform Leadership To Deliver On The Promise Of Your Brand by William Band with Merv Adrian, Ian Schuler	Average: 7  (1 rating)

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Executive Summary

Experience-based differentiation (EBD) strategies can create desperately needed distinction in the market; 60% of recently surveyed organizations tell us that it is "critical" that their firm improve customer experience. But only 24% had an executive (other than the CEO) responsible for the "whole customer experience." To make a difference, follow the example of executives at MegaFon-Moscow and build the skills required to lead EBD transformation initiatives. EBD leaders face 12 tests of leadership, comprised of four challenges: 1) recognizing the need for change; 2) leading change; 3) becoming part of the change; and 4) sustaining change. Executives leading EBD strategies must: Challenge the process, inspire a shared vision, enable others to act, model new behaviors, and encourage the heart.

TABLE OF CONTENTS

• Customer Executives Face New Leadership Challenges
• Extraordinary Customer Experiences Are Critical For Success At MegaFon
• EBD Leadership Skills

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• Build Your Skills To Lead EBD Transformation
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