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The first imperative is to establish your leadership approach. While the basic steps of building a customer-centric business strategy are the same across industries, in practice, your leadership approach and your organizational priorities matter – and they matter a lot. There is no single right answer for selecting your line of attack, but two methodologies seem prevalent, depending upon the circumstances and your organization’s culture; a “top-down” approach and a “leadership coalition” approach. Which strategy will work best in your organization?
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