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

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04

Transforming partnership through the touchpoint

The deep intimacy of our relationship is founded on the fact that we ‘get’ how our client’s business works. It is built on trust and on behaviours that support the client organization’s leadership of the change rather than simply driving a programme of change ourselves. (LEADER IN A CONSULTING BUSINESS)

Introduction

In this chapter we explore the value of applying Touchpoint Leadership principles within organizations whose success is dependent on supplying expert services to clients, drawing our illustrations from our development work with professionals who work at the client interface. Our experience tells us that the reputation of a services business is an amalgam of the ways in which it ...

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