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Demonstrate Customer Focus as an Emerging Leader

Help emerging leaders demonstrate customer focus by thinking critically and strengthening their communication to solve challenging customer situations.

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Adopting a customer focus can have lasting positive effects on both your customers and your organization. However, emerging leaders struggle to excel at customer focus in complex situations. For example, in the face of ambiguity, emerging leaders sometimes fail to properly assess customer needs and offer effective solutions. They also find it challenging to effectively communicate with customers during complex situations, like changes in service agreements or customer conflict, all while supporting other organizational goals.

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Our Advice

Critical Insight

HR needs to support emerging leaders in their organization by providing them with strategies to effectively assess customer needs, implement creative solutions, and guide customers through the different moments of the customer journey.

Impact and Result

Help emerging leaders:

  • Keep customers a top priority while balancing organizational needs.
  • Assess customer needs and identify solutions.
  • Establish credibility and build trust with customers.
  • Use effective communication techniques to support customers.
  • Navigate challenging customer service situations.
  • Inspire colleagues and other team members to adopt a customer focus.

Demonstrate Customer Focus as an Emerging Leader Research & Tools

1. For HR use

Help emerging leaders develop their customer focus by elevating their mindset, strengthening their communication, and thinking critically about the customer experience.

2. Demonstrate customer focus as an emerging leader

Share these resources with emerging leaders to help them develop their customer focus.

3. Complete these tools to apply customer focus as an emerging leader

Distribute these emerging leader tools to support the development and application of a customer-focused mindset.

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About McLean & Company

McLean & Company is an HR research and advisory firm providing practical solutions to human resources challenges via executable research, tools, diagnostics, and advisory services that have a clear and measurable impact on your business.

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A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your HR problems.

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Contributors

  • Tim Cadeny, Director of Operations, GoodLife Fitness
  • Anonymous Contributor, Manager, Talent and Business Operations, Multinational Retailer
  • Reid Robertson, Director of Field Sales of Ontario, Univins et Spiritueux (Canada) Inc
  • Andrea Smith, Owner, Wedding Planner, A. Rose Inspirations