action focus 64–5

advocacy 46

affirming statements 80–1

allies 64

ambivalence 72–3, 74–6, 78

analytical thinking 19

anticipating future events

importance and impact of 29–31, 61

making sense of 31–6

practical advice 36–8

resources 40

things to work on 38–9

anxiety and change 57, 70

Apple 61

assumptions

of the company 67–8

of individuals 74–6

your personal 82, 83

authority and autonomy 13

backward-pass thinking 19–20, 22, 23–4

benchmarking exercises 52–3

benefits of technology 3–4, 8

‘big assumptions’

of the company 67–8

of individuals 74–6

your personal 82, 83

‘blue sky’ thinking 25

boundary spanning

importance of 34–6

innovation and 35, 44, 47–8, 65

ways of 36–9, 52–3

brainstorming 37

business models 62, 68

capabilities, pillars of 45–8

Carlzon, Jan 2

Caston, Art 4–5

change

change cycle 73–6

importance of 57–8

initiating and delivering 61–8

preparation for 70–1, 78, 82

reactions to 59–61, 70–3

Stages of Change model 76–81

supporting team through 76–83

change agents 58–9

change cycle or roller coaster 73–5

change talk 63, 76

channels of engagement 12

collaboration 43, 46–7, 50–1, 71

communication

change talk 63, 76

hearts and minds 65–6

strategic 22–3

competing commitments 74–6, 83

compromise 43

conferences 37, 38, 39

connecting people 35, 42, 64, 65–6

consequences of actions 64–5

controllers 11–12

co-operation 43, 46–7

Covey, Stephen 20

cross-department/discipline/industry experiences

see boundary spanning

culture of innovation 43–8

customer feedback 5–6, 12, 13

customer journeys 10, 13, 14

customer needs 9–11, 13

customer relationships

importance and impact of 1–4

making sense of 4–9

practical advice 9–12

resources 14–15

things to work on 12–14

customer value proposition 57, 68

data overload 31–2

deciding stage of change process 78–9

decision-making 17, 19, 22, 25

defenders as leaders 60

DiClemente, Carlo 77

disintermediation 4–5, 9

disruptive impact of technology 59

dissatisfaction 65–6

doing stage of change process 79

do-it-yourself interactions 6–8

driving change

importance and impact of 57–9

making sense of 59–61

practical advice 61–6

resources 69

things to work on 67–8

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

emotion 65–6, 73–6

empathy 82

end-to-end processes 36

engagement channels 12, 13–14

experimentation 44, 63, 64–5, 79

external focus 1, 2, 9, 13

see also boundary spanning

face-to-face interactions, removal of 6–8

failure 44, 63, 64–5

fair process 66

fears 63

features of technology 3–4, 8

feedback

from customers 5–6, 12, 13

giving 80–1

from your team 49, 80

FlexShapeGripper 35

forward-pass thinking 19

future memories 33–4, 37

goals, long-term 17–18, 19, 22–3, 62–3

Google Trends 48

Gratton, Lynda 35

grief 74, 75

hobbies 38

induction processes 50–1, 55

information overload 31–2

innovation

boundary spanning and 35, 44, 47–8, 65

importance and impact of 41–3

making sense of 43–8

practical advice 49–53

resources 55–6

things to work on 53–5

insight 48

intelligent opportunism 22, 24–5, 27

see also opportunity spotting

interactions with customers 6–8, 11–12

intermediaries 4–5

internal customers 1–2

intuition 20, 26

iterative approaches 63

Jobs, Steve 61

Kodak 58

Kotter, John 65–6, 77

Kübler-Ross, Elizabeth 74, 75

language 22–3

listening 79, 81, 82, 83

long-term perspectives 17–18, 19, 22–3, 62–3

loyalty 1–2, 8–9

maintaining stage of change process 79–80

managers

response to change 59–61

role in change process 77–81

memories of the future 33–4, 37

MindSumo 35

‘moments of truth’ 2, 5, 10

motivational interviewing 76

networking 37, 39

nimble mimics as leaders 60

objectives and strategic thinking
17–18, 19, 22–3, 62–3

online help information 7

open-ended questioning 79, 80

openness 43

opportunity spotting

to drive change 62, 64–5

importance and impact of 29–31

intelligent opportunism 22, 24–5, 27

making sense of 31–6

practical advice 36–8

resources 40

things to work on 38–9

outcome focus 9–11, 13–14, 22–3, 63, 64

‘out-of-the-box’ thinking 65

passion 65–6

pattern recognition 29–30, 32–5

peer pressure 64

peer-to-peer networks 51

perception

importance and impact of 29–31

making sense of 31–6

practical advice 36–8

resources 40

things to work on 38–9

personal agendas 63

personalities in customer-facing roles 11–12

pioneers as leaders 60–1

post-implementation reviews 34

pre-thinking stage of change process 78

proactive behaviour 30–1, 58

process scouting 53

Prochaska, James 77

purpose, shared 43, 46

questions

innovation and 45–6, 49–50, 54–5

to support change 79, 80

rational agendas 63

reactions to change

importance and impact of 70–3

making sense of 73–6

by managers/leaders 59–61

practical advice 76–81

resources 83–4

things to work on 81–3

reactive behaviour 30–1

reactors as leaders 60

reading 37

recruitment 50, 55

reflection 26

reflective listening 79, 81, 83

Reichheld, Frederick 8

resistance

to change 70–1

dealing with 63, 66

‘right first time’ mentality 63

risk-taking 26

role play 36

Scandinavian Airlines 2

scenario planning 33, 37, 38

self-development 38

self-organising systems 21

self-service interactions 5, 6–8

services and customer satisfaction 3

shared purpose 43, 46

social agendas 63

social media 5–6, 8

stack ranking 73

staff rotation and temporary transfers 36, 52

Stages of Change model 77–81

status quo, dangers of 58

strategic thinking

change agents and 62–3

importance and impact of 16–18

making sense of 18–22

practical advice 22–5

resources 27–8

things to work on 25–7

success, celebrating 66

summarising 81

support through change 79–80

synthesis 19–20, 22, 23–4

systems thinking 19–20, 22, 23–4

taboos 63

Tapscott, Don 4–5

technology

benefits and features 3–4, 8

disruption from 59

telephone interactions, removal of 6–8

thinking stage of change process 78

transition curve 75

trends 21–2, 24–5, 26, 31

trust-based relationships 80, 82

truths 63, 67–8

uncertainty 57, 60

‘user stories’ 10–11, 13, 14

value chains 2

vision 23–4, 39

Web 2.0 4