Customer Focus Requires a Culture that promotes both Agility and Resilience

Clear goals + effective communication + appreciation = successful transformation

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Set clear goals

A change process begins with the formulation of clear goals. Good goals are:

  • Demanding, albeit realistic
  • Specifically and precisely formulated
  • contradiction free

Transformational lead

Resistances can also benefit by providing useful information. That’s why they deserve to be appreciated. After all, all stakeholders must interpret the information correctly, pass it on and derive the right actions for themselves.

Communicate appreciatively

Transformational leadership already applied in its development as a change-oriented management style. Executives address their employees on the emotional level, inspire them for common goals and communicate meaning and orientation (Pundt & Nerdinger).

Agility starts in the culture!