Leadership is the opposite of how I pictured it 20 years ago...

Instead of telling people what to do
It's listening and seeking to understand

Instead of directing
It's debating and soliciting input

Instead of having all the answers
It's the continuous desire to learn

Instead of being the decider
It's pushing people to make decisions and own them

Instead of giving orders
It's persuading and giving latitude to be wrong

Instead of driving adherence to policy
It's about making it safe to innovate

The most underrated skill in all of #customersuccess? ...might just be leadership.

View Original Discussion and LinkedIn