This paper presents the benefits of balancing a problem solving approach to leadership with a more positive “possibility thinking” mentality. Both are important, but focusing exclusively on problems – what is broken and how to fix it – is not a path to greatness. The paper presents evidence of the benefits of a balanced approach and provides specific implementation guidance through the questions leaders ask and the dialogue they create.
Customer Value Governance
Customer Value, like Organizational Culture, is an intangible asset that contributes mightily to a firm’s shareholder value. As an intangible asset, it is typically under-represented on a firm’s books yet is crucial to its success. This paper makes the case for Customer Value as a reliable predictor of shareholder value and poses a practical approach to measuring it.