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Touchpoint Leadership by Dr. Jacqueline Scholes-Rhodes, Dr. Hilary Lines

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03

Pivotal relationships – creating value within the organization

Organizations behave like a body which has learnt how to repel a cold. They implant people at senior levels and then respond to them as if they were a form of virus – either a good virus that invades the body and generates mutation and makes it better, like a vaccination, or if it can’t find a way of working or changing the body in a positive way then they’re pretty good at spitting them right back out again, at speed. Underestimate that at your peril! (EXTRACT FROM A CONVERSATION WITH A SENIOR EXECUTIVE)

In this chapter we put the focus on the co-creation of value at the touchpoint itself, tracking relationships within the business that both generate and block the flow of energy ...

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