This is the third in our series that looks at leadership capacity and its impact on organizational growth. The full series will be available for download as a white paper once it is completed.

In our last article, we discussed the characteristics of transformational leadership that impact organizational growth. Now we want to investigate how to effectively assess a leader’s capacity to lead their company.

Rarely is a great leader born. Developing leadership capacity and the “must have” leadership characteristics does not happen by accident. Organizations cannot sit back and hope leaders develop.

Building leadership capacity is a process that starts with understanding the concept of leadership capacity, defining the expectations of leadership within your particular organization, and then building intentional, implementable steps that help leaders assess and develop their ability to be a leader.

Assessing your organizational leadership

Here are three techniques that will help you assess leadership capabilities as an initial step to developing future leaders within your organization:

1. Clarify organization leadership standards:

In order to develop the type of leaders you want in your organization, you first need to decide what a leader looks like in your organization — to define an organization wide standard for leadership. Take the time to develop and refine a leadership model that will lay out the skills, behavior and “must have” characteristics that are desired by the leaders within your organization.

Leadership standards will vary company by company and will need to address the specific needs and fit within your organizational culture. Since organizational culture is based on the leadership team, leaders need to take the following steps to define a standard for leadership:

• Assess your personal leadership style
• Ask other senior leaders to assess their personal leadership style
• Have the leaders in your company assess each other’s leadership style
• Define the most important leadership standards and characteristics you want to embed into your culture
• Work with other leaders to define the standard characteristics for leadership that best fits your company and its culture

2. Assess leaders against the standards:

Once you have a clear picture of what the ideal leader looks like, develop feedback channels to assess your leaders. Gathering feedback about the current performance of potential and current leaders will help companies assess the current state of individual leaders against the standard. Through the use of assessment tools, companies have the ability to monitor their leadership capacity — individually and collectively — to determine where gaps lie. Consider using some of these tools to garner feedback about your leaders:

• Self-assessment: Who knows better what is needed for a specific position then the person who is currently in the position. Provide individuals with the opportunity to perform a self-assessment to determine which skills and training they require to improve and develop as leaders.Consider developing feedback or self-assessment forms that leaders can fill out on a quarterly basis to ensure they are in tune with the company’s standards for leadership.
• Feedback channel: Provide employees with a feedback channel to solicit input and understand their perspective of your organizations leadership performance. Place the box in a high traffic area, or create a special email address for easy input. Make sure to encourage honest, constructive feedback and reward employees with effective and implementable ideas.
• Employee surveys: Polling employees is an effective way to get information about the leadership structure of your company. Gather input from all levels of the organization to get a holistic assessment of organizational leaders and their capacity to lead. Consider having a yearly company survey to assess the state of leadership within your company.
• Open channels of dialogue: Create an open line of dialogue for employees to talk with leaders about leadership capacity and its impact on organizational culture. Consider setting aside a block of time each week or month to allow brainstorming sessions or meetings related to leadership.
• 360 Degree Assessments: Solicit input from peers and subordinates in all formal assessment process. This ensures that each leader has a fully objective viewpoint of their strengths and areas for improvement as part of their personal growth and development. This is often the most honest and therefore the most useful of all assessments.

3. Develop a meaningful review process:

Many organizations have review processes in place — some similar to those mentioned above.

Unfortunately, for too many organizations, they are just another task that must be completed rather than seen as a valuable tool. In order for reviews to be a valuable activity, leaders need to take action based on the insights and implementable actions they discover during the review process.

Here are three review process ideas that leaders can implement:

• Leadership review process: Allow your employees to assess people that currently hold leadership positions. Turn the tables on leaders and allow employees to ask questions and provide open and honest opinions about where leaders are strong and need improvement. Leaders can set up this leadership assess in a number of ways:
  • Emailing a questionnaire to employees
  • The creation of an internal discussion board
  • Creating a leadership seminar
  • Having an internal leadership conference
  • Having a town hall meeting
• Project reviews: Once a project is complete, it should not be the last we hear of it. Review the performance and leadership capacity of the project lead and strategic initiatives through:
  • The development of a project review process or committee
  • Having the project lead/team assess their performance as a leader in addition to ways they could improve project inefficiencies
  • Don’t just focus on areas of improvement — make sure that you also highlight areas that went well — to ensure they are embedded into future initiatives
• Yearly performance reviews: Review the body of work of all the leaders within your organization. It is these insights that will help to set the strategic direction and lead to the continued growth of your organizations leadership capacity and development of a leadership culture. For the reviews:
  • Set up a review committee
  • Compare the defined company leadership to a leaders performance
  • Discuss leadership strengths and weaknesses with all leaders
  • Suggest areas to improve
  • Have leaders teach and discuss the leadership areas where they excel

Effective organizations have an internal structure in place to assess organizational leaders and determine their capacity to lead. It is this assessment process that identifies people who have the knowledge, skills, and potential to step up and take on a larger leadership role.

The next article in our leadership capacity series will build on these leadership assessment methods and examine how leaders can work to build a culture of leadership within their organization.

Today, customers are no longer looking for great customer service — they want more. Today customers demand a great customer experience and will not settle for anything less.

It is no longer good enough for companies to provide good customers service — rather, companies need to create memorable interactions with customers that help establish a loyal relationship and promote brand advocacy.

Creating a memorable customer experience is based on the creation of an ideal experience that your customers would want to have throughout their relationship with your company. These interactions take place on a number of channels such as in person, over the phone, through email, and on social platforms such as Facebook and Twitter.

Successful customer experiences are scalable and can be managed consistently across multiple channels. Your customers experience must be unique. And, for it to be successful it needs to be clearly defined so that each one of your employees understands how to deliver the experience you want to create for your customers.

10 tips to improve your customer experience

Here are 10 ways that you can improve and refine your customer experience and improve your relationship with customers:

1. Make your customer experience clear: A great customer experience must be scalable across your company, consistent, and be easily understood and implemented by your employees. Have you defined the key elements that must be delivered to every customer? Review your customer experience documents and ask your employees if they understand what is expected of them.
2. Make your customer experience simple: If your customer experience is too complex, your employees will have difficulty delivering a consistent experience. Keep it simple. Do your employees understand what is expected of them? Are there too many rules? Consider relaxing the constraints on your employees so they can focus on creating an experience that creates a positive customer outcome rather than simply following a list of rules.
3. Define customer experience by channel: Customer experiences will vary by the channel that customers use to interact with your company. In person and online experiences are different and this needs to be reflected in how companies approach their customers on each channel.  Does your ideal customer experience vary by channel? If not, clearly outline the experience you want to create for each platform and point of interaction with your customers.
4. Address the emotional need: The focus of customer experience management needs to be on addressing your customer’s emotional need. Do you understand your customer’s emotional needs? What are you doing to ensure their emotional need is addressed?
5. Make sure all levels of your organization are involved: Creating a truly great customer experience is a company wide effort. There needs to be a consistent experience across the board. Does your company have an internal feedback process in place? How do you know your customers experience is consistent? Implement a regular review process and collect feedback about the customer experience.
6. Get your employees to buy in: If your employees do not buy in, your customers experience will suffer. If employees are not buying in, it is often a sign that your customer experience is too complex, or worse, isn’t relevant to the customer. What are you doing to ensure that your employees are buying in and creating the experience your customers want?
7. Talk to your customers: Ask your customers what they want. Be direct — ask them what your company can do to improve their experience. These conversations will help to build relationships. What can you do to better understand your customer’s emotional need? Create feedback channels that will help you capture and respond to your customer’s emotional needs.
8. Test your customer experience: Before launching any new customer experience initiatives, ask some of your customers to test drive your approach and provide feedback. You will be surprised what you will learn and uncover some of the oversights that you have missed. Plus you’ll avoid the expense of a false start that doesn’t really resonate with customers.
9. Narrow your focus: If you do not understand your ideal customer, then the experience you have created for them will be off target. Who are your customers? Do you have an ideal customer profile? What do your customers want to get out of their interaction and relationship with your company? Offer incentives to customers to get their opinion through surveys and focus groups.
10. Measure the experience: Measure, measure, measure. If you do not have the tools in place to measure your customer’s experience, then you will not have the ability to refine the experience and gain new insights. What tools are you using to measure your customers experience? Develop a system to measure your customer’s experience.

Creating a highly engaging customer experience will lead to better relationships with customers that will not only generate consistent income, but also develop brand advocates out of current customers that will help generate a new stream of business.

This is the second in our series of articles that looks at leadership capacity and its impact on organizational growth. The full series will be available for download as a white paper once it is completed.

In our last article, we discussed how leadership impacts your organizations ability to grow. Now let’s discuss some of the characteristics that leaders need to impact the growth of their organization.

There are certain core characteristics the majority of leaders possess. However, there are also an additional set of characteristics that define transformational leaders — leaders that have the ability to make an impact on organizational growth.

It is an organizations ability to develop this next level of leadership capabilities through training programs, mentoring, and skill development programs that put organizations in the enviable position to grow year over year without experiencing dips in performance.

Core leadership characteristics

There are certain leadership characteristics that, while important, do not inspire organizational change and growth that help companies develop into innovative, consistent industry leaders.

Examples of these core leadership characteristics include:

• Good judgment
• Communication skills
• Competence or knowledge
• Interpersonal skills
• Confidence

We hear about these leadership characteristics all the time and in many different contexts. While they are very important for leaders to have, there is another level of leadership characteristics that are “must haves” for transformational leaders. These are the leadership characteristics that make an impact and spur growth.

Transformational Leadership characteristics that impact organizational growth

In order to put your organization in a position to grow effectively and on a consistent basis, leaders with the following characteristics not only make them an effective leader — but also a transformational leader:

1. Internal motivation and self-management: Transformational leaders find motivation from within and use that as the driving force to effectively manage the direction of the company. The best natural form of motivation is to love what you do and ensure that your values are aligned with the organization you work with.
2. The ability to make difficult decisions: Difficult decisions are a part of being a leader. Transformational leaders do not back away or put off tough decisions. Difficult decisions are made easier when decisions align with clearly defined vision, values, goals, and objectives.
3. Check their ego: When placed in a position of power, it is easy to let your ego get the best of you. However, transformational leaders keep their ego in check and do not let it get in the way of doing what is best for business. The benefit of checking your ego ensures you put the company first over personal gain and encourages the best input from others within the organization — because when the company succeeds, you as a leader also succeed.
4. Willing to take the right risks: Anyone can take a risk. Transformational leaders take calculated risks that more often than not result in positive outcomes. Trusting your instinct, as well as your team to gather the necessary intelligence is important. Trusting your gut is easier when you have taken the time to research, evaluate and inform your decisions with input from those around you. Failure to take the appropriate risks and make these difficult decisions will inhibit change and your ability to grow.
5. Organizational consciousness: Transformational leaders share the collective conscious of their organization. They understand what actions to take to evoke change, spur innovation, and make decisions that will create growth. Since their own values are aligned with the organization they share a joint purpose with the organization and do not just view their position in the company as just a job.
6. Adaptability: Transformational leaders are willing to adapt and are always seeking new ways to respond to a constantly changing business environment. They know that the second they stand still is when they will be passed by their competitors; which means they are open-minded to change and lifelong learners.
7. Willing to listen and entertain new ideas: It is a rare individual who can build an empire. Transformational leaders understand that success is a team effort and growth is derived from the willingness to be open and listen to ideas from all levels of their organization. Transformational leaders create intentional ways to listen to their team and incorporate their insights.
8. Inspirational: People want to be inspired. Transformational leaders have the ability to make those around rise to the occasion. Inspiration comes not just from a formal motivational speech or simple recognition for a job well done, but by treating people as individuals and taking the time to understand what motivates and inspires their team.
9. Proactive: Transformational leaders are proactive decision makers. They do not wait around for others to make decisions and then react. They are willing to take risks, try new things and take an innovative approach to growing the organization. However, they also understand how to manage risk and make decisions that are backed by research, multiple insights and are well thought out.
10. Visionary: Being a visionary is about setting a realistic and concise company mission, vision, and values that fit the culture of your organization. Transformational leaders have the ability not only to effectively communicate the vision, but also get every person to buy in and work toward that vision by communicating with passion and clearly emphasizing the direction they want the company to pursue.

Transformational leaders constantly strive to have these characteristics. Developing these characteristics is what separates companies that are led by managers versus leaders.

The next article will build on these must have characteristics and examine how leaders can assess organizational leadership to improve their companies’ ability to grow.

Today, more than ever, we need courageous leaders who empower others to reach heights they never thought possible. We need our leaders to expand their capabilities and move outside of the transactional space and into a transformational space that focuses on long term solutions rather than short term gains.

Transformational leadership – growing beyond transactional leadership

Developing your leadership capacity is moving beyond focusing on the day to day operations and expanding your decision making process to focus on long term strategies that are able to sustain business over time.

Leaders need to focus on developing a transformational leadership style that creates positive change and growth. This begins with the goals and vision that are set by leaders and their ability to clearly communicate them to their team in a way that inspires then to buy in.

7 must have transformational leadership qualities

In order to get your team to buy in and be part of your vision for the company, there are certain qualities you must possess to be a transformational leader:

1. A clear vision:
   Transformational leaders have a vision of what they want to achieve and the ability to clearly communicate this vision so that everyone in the organization understands what is needed to achieve this vision. Is your vision clear? Does it need to be refined?
2. Courage:
   An effective leader needs courage; a willingness to take on new challenges, take calculated risks, make tough decisions, and be willing to go out on a limb for something they believe in. Transformational leaders have the courage to create a vision and do what it takes to achieve their vision.
3. Self-motivation:
   Leaders need to fuel their passion from within. Transformational leaders have passion and motivation that people can sense and feed off of it. Are you passionate about your vision and willing to do what it takes to see your vision achieved?
4. Inspiration:
   Transformational leaders, based on their personal passion, have the ability to inspire others and get them to buy into their vision and execute it on all levels of the company. How do you inspire your employees to create change? Are you effective at motivating and inspiring your staff?
5. Know your people:
   Personal interaction is important. The impact of a simple “hello” in the hallway or conversation in the lobby goes a long way into getting employees to feel important and want to be part of the vision a leader has created for the company.  You have the ability to impact each of your team on a personal level. When was the last time you took the time to listen to your team and get to know them as individuals?
6. Set a company standard:
   Transformational leaders model a company standard they expect everyone to follow. They clearly communicate their vision, expectations, and how this standard is to be carried out throughout the organization. What is your company standard? What standard are you setting by example?
7. Follow through:
   While it is a bit cliché, actions do speak louder than words — and when leaders live according to the standard they set, employees take notice. Leaders often promise a lot, but it is the follow through that has a true impact on a leader’s ability to evoke change and get employees to buy in. How do you follow through and ensure your standards are met?

Tips for becoming a transformational leader

Leaders cannot just decide to become a transformational leader. However, they can work on developing transformational leadership by implementing these tips:

• Craft your vision and make it the focal point of the company
• Solicit input from senior management to ensure your vision can be spread throughout the company
• Have a process in place that allows your frontline workers to ask questions and get clarification
• Be clear and communicate the importance that each employees plays in the execution of your vision for the company
• Create actionable steps that align with your vision that can be executed by employees
• Understand what is needed to motivate and inspire your employees to buy in and become part of your vision

When leaders openly accept a transformational style they move beyond day to day functions and operate at a higher level that is focused on creating change in employees and culture that will lead to innovation and growth.

This is the first in our series of articles that looks at leadership capacity and its impact on organizational growth and transformation. The full series will be available for download as a white paper once it is completed.

Leadership capacity is more than simply skill development; it’s about performance, growth, transformation and change. For the purpose of our discussion in this series of articles, let’s define it as;

“Leadership Capacity is the skilful use of leadership attributes for the growth and development of ourselves, our colleagues and our organization”.

Great leaders not only understand how to engage and inspire their teams to get the best results — they understand the need to create participatory and collaborative processes that develop the abilities of the next generation of leaders.

Leadership lays the groundwork for success

Successful companies do not happen by accident. They are the result of building effective leadership capacity and an awareness and willingness to take the necessary steps in identify internal talent and nurture them into the leaders of tomorrow.

Leadership lays the groundwork for success in 3 key ways:

1. Builds an internal development system: Not unlike a great sports dynasty with a deep pool of talent in their farm teams, strong leaders foster leadership in all levels of their organization. When leadership capacity is developed at all levels of the organization, it creates a farm system of future leaders that will be prepared to move up and take on new challenges, preventing the organization from experiencing a future leadership gap. Internal leadership capabilities also create a rich internal resource of new and innovative ideas that management can consult when charting out the future of the organization.
2. Creates a competitive advantage: Companies that invest in leadership development are the minority. Organizations and their leadership get caught up and focus on the day to day operations of the business — the most pressing issues that drive short term results. They forget to invest time in the future because the ROI is less obvious. When this happens, it is the long term vision and growth potential that tends to suffer because of gaps in leadership transition. If your organization is one of the few that consistently commits to developing internal leadership capacity and is constantly producing future leaders, you will have an advantage over competitors — not only because ideas and innovative thinking are constantly being revitalized, but also the ability to attract the best new talent that can be developed into future leaders.
3. Fosters innovation: Leaders at the top of the organization need to intentionally gather information from across the organization. To consistently have the ability to grow and stay fresh with your thinking you need leaders at all levels of your organization that are able to evaluate activities and provide honest feedback based on understanding the vision and values of the organization. When employees are given additional responsibilities and the ability to make decisions, this puts them in a position to expand their capabilities, grow as an employee, and develop their skills — which leads to new insights, perspectives, and efficiencies that benefit the broader organization as well.

Leadership elevates your ability to grow

Leadership has a direct impact on your company’s ability to grow. While much of the attention about leadership is focused on the leaders at the top of the organization, it is the leaders at the mid-level and front line that have the greatest direct impact on growth.

No matter where your leadership development is as an organization, here are 4 critical elements to consider when evaluating the overall leadership capacity and culture within your organization.

Establish and communicate a clear direction: Strong leaders communicate a vision that inspires and attracts people with shared beliefs and values. Having a clear direction ensures that the correct infrastructure, resources and people are in place to advance the growth process. A clear direction also provides leaders with a measuring stick they can use to gauge decisions, strategy and future planning. A clear direction, clearly communicated is also a highly effective recruitment tool for other top performers.

Define goals and objectives: Leaders that clearly lay out the specific goals and objectives not only for the organization, but for each department, project, and employee make it easier for employees to commit to those outcomes. Everyone needs to be clear on what success looks like in the organization. Leaders that define what needs to be done will have greater success gaining the desired results from their people.

Set standards of behaviour: Outcomes are important — but by themselves can be detrimental to the organization if the “how” is also not clarified. Great leaders understand that leadership starts first through the behaviours they model; however, true leadership capacity is more than simply leading by example. Leaders must create a working environment that fosters and rewards desired behaviour in addition to the desired outcomes.

Embed continuous improvement into your culture: Many organizations are pretty good at the first 3 elements — but fall down in the area of continuous improvement, which is the most critical. This only occurs when everyone in the organization is committed to building their own leadership capacity and helping the organization grow and evolve based on people willing to providing input from across the organization.

If the organization only has direction, goals and behaviours — without the consistent, positive tension of personal contribution and improvement, senior leaders lose the benefit of the wealth of ideas from less senior leaders across the organization. Resultant, the farm system is not strengthened and the flow of innovative thinking is stifled.

What can leaders do tomorrow?

Building out your leadership capacity must one of your prime objectives. Without building your personal leadership capacity, you will inhibit both your personal and companies’ ability to change and grow.

Leadership impacts performance and performance impacts growth. Growth will not happen if people do not perform. Effective leadership builds more effective people, teams, and organizations. When leadership is present at all levels it helps to accelerate business results and makes it possible to fire up change and growth.

Consider this information and think about how it applies to you as a leader and your company. Think about the current state of your leadership and think about ways that you can put yourself in a position to be a better leader and achieve change in your organization — even from the bottom up.

The next article in our series will examine the characteristics that leaders must possess to create change and improve their companies’ ability to grow.