Our historical focus on channels, operations and control must evolve to one of customer centricity, agility, digital, innovation and transformation.
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This is at the heart of how we should all approach a new kind of leadership. One that is fit for the age of customer empowerment to help ensure we can meet the demands of our customers.
And how do we do that?
Being agile and innovative is a good start. Being socially responsible and putting your employees first is another step in the right direction.
In our white paper called “Leadership for the age of customer empowerment” Jonathan Flynn and I set out the core skills our leaders need in order to navigate out of the dreadful time we’ve had over the past 9 months and to guide our retail businesses to a successful future.
We hope that this helps you to align everyone in your company on the direction of travel as well as help you on this journey to becoming a truly agile and customer centric business.
Best wishes,
Martin Newman
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