| Description |
1 online resource (235 p.) |
| Contents |
Cover -- Endorsement Page -- Half Title -- Title Page -- Copyright Page -- Dedication -- Table of Contents -- About the authors -- Acknowledgements -- Introduction: Why should I believe you? -- Chapter 1 Why customer-led beliefs matter -- Tesco: Propelled and derailed by its beliefs -- From trader to retailer to leader -- A confident leader comes crashing back to earth -- Sustaining an outside-in orbit over time -- Conclusion and recap -- Chapter 2 What being customer-led looks like -- Walkers: The characteristics of a customer-led organisation -- Using all the elements for success |
|
Six activities fuelled by the outside-in leadership approach -- Customer-led leadership -- Conclusion and recap -- Chapter 3 What being customer-led feels like -- Sky: Believe in better -- Shared beliefs: The way we do things around here -- Specific belief systems: Inside-out and outside-in -- From a wing and a prayer to Sky's the limit -- The lesson: Believe in better -- The contrast of an inside-out belief system -- The unnatural outside-in success of Zalando -- Tell-tale signs of outside-in versus inside-out belief systems -- Conclusion and recap -- Chapter 4 Creating customer-led beliefs |
|
EasyJet: The airline that moved from inside-out to outside-in -- Moving from inside-out to outside-in in four stages -- The remarkable turnaround of easyJet -- Exploring burningness at DBS -- Exploring Moments of Belief at AO -- Exploring systematic ways of working outside-in at Deliveroo -- Conclusion and recap -- Chapter 5 Losing customer-led beliefs -- O2: From outside-in to inside-out -- The inevitability of falling from outside-in to inside-out -- From remarkable customer leadership to conventional utility at O2 -- The challenge of internal forces at Virgin Atlantic |
|
The challenge of external forces at Market Basket -- The challenge of a competing rule changer at Nokia -- Conclusion and recap -- Chapter 6 Protecting customer-led beliefs -- Handelsbanken: Sustaining outside-in beliefs -- How to sustain an outside-in belief system: Three critical elements -- Knowing a belief system really matters at John Lewis Partnership and W.L. Gore -- A continual flow of Moments of Belief at Hilti -- Being boldest when challenged most: LEGO -- Conclusion and recap -- Conclusion: Believe in better -- Index |
| Notes |
Description based upon print version of record |
| Form |
Electronic book
|
| Author |
Meehan, Seán
|
| ISBN |
9781000364989 |
|
1000364984 |
|
