advocacy 46
allies 64
analytical thinking 19
anticipating future events
importance and impact of 29–31, 61
resources 40
Apple 61
assumptions
authority and autonomy 13
backward-pass thinking 19–20, 22, 23–4
‘big assumptions’
‘blue sky’ thinking 25
boundary spanning
innovation and 35, 44, 47–8, 65
brainstorming 37
Carlzon, Jan 2
change
initiating and delivering 61–8
change cycle or roller coaster 73–5
channels of engagement 12
collaboration 43, 46–7, 50–1, 71
communication
competing commitments 74–6, 83
compromise 43
connecting people 35, 42, 64, 65–6
Covey, Stephen 20
cross-department/discipline/industry experiences
see boundary spanning
customer relationships
customer value proposition 57, 68
deciding stage of change process 78–9
decision-making 17, 19, 22, 25
defenders as leaders 60
DiClemente, Carlo 77
disruptive impact of technology 59
doing stage of change process 79
do-it-yourself interactions 6–8
driving change
resources 69
easy to do business with (ETDBW) 2, 13
education 38
effort required by customers 8, 11, 12
emerging trends 21–2, 24–5, 26, 31
empathy 82
end-to-end processes 36
experimentation 44, 63, 64–5, 79
see also boundary spanning
face-to-face interactions, removal of 6–8
fair process 66
fears 63
feedback
FlexShapeGripper 35
forward-pass thinking 19
goals, long-term 17–18, 19, 22–3, 62–3
Google Trends 48
Gratton, Lynda 35
hobbies 38
innovation
boundary spanning and 35, 44, 47–8, 65
insight 48
intelligent opportunism 22, 24–5, 27
see also opportunity spotting
interactions with customers 6–8, 11–12
iterative approaches 63
Jobs, Steve 61
Kodak 58
long-term perspectives 17–18, 19, 22–3, 62–3
maintaining stage of change process 79–80
managers
memories of the future 33–4, 37
MindSumo 35
motivational interviewing 76
nimble mimics as leaders 60
objectives and strategic thinking
17–18, 19, 22–3, 62–3
online help information 7
openness 43
opportunity spotting
importance and impact of 29–31
intelligent opportunism 22, 24–5, 27
resources 40
outcome focus 9–11, 13–14, 22–3, 63, 64
‘out-of-the-box’ thinking 65
pattern recognition 29–30, 32–5
peer pressure 64
peer-to-peer networks 51
perception
importance and impact of 29–31
resources 40
personal agendas 63
personalities in customer-facing roles 11–12
post-implementation reviews 34
pre-thinking stage of change process 78
process scouting 53
Prochaska, James 77
questions
innovation and 45–6, 49–50, 54–5
rational agendas 63
reactions to change
reactors as leaders 60
reading 37
reflection 26
reflective listening 79, 81, 83
Reichheld, Frederick 8
resistance
‘right first time’ mentality 63
risk-taking 26
role play 36
Scandinavian Airlines 2
self-development 38
self-organising systems 21
self-service interactions 5, 6–8
services and customer satisfaction 3
social agendas 63
stack ranking 73
staff rotation and temporary transfers 36, 52
status quo, dangers of 58
strategic thinking
importance and impact of 16–18
success, celebrating 66
summarising 81
systems thinking 19–20, 22, 23–4
taboos 63
technology
disruption from 59
telephone interactions, removal of 6–8
thinking stage of change process 78
transition curve 75
trust-based relationships 80, 82
value chains 2
Web 2.0 4
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