Companies that love customers are just plain different. They have this remarkable tendency to be wildly successful. When leadership has both EQ – Emotional Intelligence – and reasonably good IQ they have people smarts as well as business smarts and can discover how to sustain and cultivate success.
As work and the workforce changes, the role of leadership is changing. While it’s still critically important for a leader to set direction, it’s no longer so important for a leader to give directions.
Capable people, enabled by the intelligence they access through search engines and social connections, often create new (and better) ways to do things. Just witness the number of young successful entrepreneurs in so many fields.