At Defy Expectations we are pretty passionate about the 6 Real-World Capabilities of Great Leadership we have defined. Also of the detailed competency frameworks we have built to support each of them. 

With our many decades of business experience and learnings, we have been able to integrate gritty detail into these frameworks that represents the kind of critical skills and behaviours we know to be vital to successful leadership. Customer Focussed Leadership is one of the 6 capabilities.

Within the framework supporting this capability, we have identified over 20 combined skills and behaviours which we blend together to craft learning scenarios that challenge thinking and build knowledge, skills and confidence to apply to real-life business situations to make impact.

From that rich honeycomb of skills and behaviours, we have selected the following competency statements, which are strongly resonant, and when mastered bring about the greatest impact. 

• Orchestrates Customer Value. Knows what creates negative impact and how to address or avoid it.
• Deep curiosity for the customer landscape, their industries, challenges and opportunities they face in order to drive short, medium and long-term strategies and initiatives that generate value.
• Intimately understands and can clearly articulate the customer journey across the organisation - including deep insight into bumps and poor experiences via the voice of the customer.
• Behaves like a customer in the context of every business initiative and interaction. 
• Equally committed to creating the absolute best experiences for both external and internal customers.   
• Builds engaged, enabled and empowered teams with a mandate and the space to deliver optimal customer success. 

We are realists at Defy Expectations. As such, we know it's useful to create and share these resources. However, what we are best at is turning them into real-world learning scenarios that help our clients build mastery and excel at these competencies. When they do, they build and organisational edge that enables them to win.

Contact us to discover how you, your teams and your organisation can work with us to have current competencies diagnosed and develop plans to build winning capabilities through a mix of customised coaching, mentoring and training solutions.