Becoming an Effective Leader: Essential Characteristics to Embrace
While my expertise lies in customer service and CX, a recent interview sparked two intriguing questions. The first one, about traits for customer-facing roles, will be covered in a future piece. The second question, the one I'm focusing on now, was about the characteristics needed for effective customer service leaders.
My initial response was that any traits beneficial for customer-facing employees would serve as a solid foundation for leadership. However, I was pressed for a more specific answer and came up with three traits that are indispensable for all customer-centric leaders. These basic leadership traits are essential for any successful leader, but they take on an added significance in the context of customer service.
Integrity: The Pillar of Trust
Integrity, or trust, might just be the most paramount attribute for any leader, not just in customer service. Imagine conducting business with a company you don't trust or working for a leader whose integrity is questionable. Ponder over the list of Newsweek’s most trustworthy companies, such as Whirlpool, Coca-Cola, Kroger, Amazon, Costco, and countless others. A common thread among these brands is their unwavering focus on the customer and providing an exceptional customer experience.
Vision: The Guide to Success
Without a clear vision, any leader risks leading their team to an unknown destination. This is especially crucial in customer service and CX. A classic example is the late Tony Hsieh, the former CEO of Zappos, who was a staunch believer in the transformative power of excellent customer service. From the moment employees joined the company, they were immersed in Hsieh’s relentless pursuit of customer satisfaction. This focused approach yielded a highly enthusiastic team that consistently delivered some of the highest customer satisfaction ratings in the retail industry. Jeff Bezos, an advocate for customer-centricity himself, recognized the value of Hsieh's vision and bought Zappos for $1.2 billion, keeping Hsieh as the CEO to preserve the customer service legacy.
Willingness to Listen: The Open Door to Improvement
This attribute isn't about communication skills, but rather about the eagerness to listen. Valuable feedback and suggestions from both customers and employees should never be overlooked. Some leaders make it simple for people to communicate with them, while others have a robust feedback system that ensures constructive input reaches the upper echelons of the organization. A remarkable instance of a leader who truly listens is the former CEO of Frito-Lay, Roger Enrico. Enrico inspired his team to "act like an owner" and one of his employees, Richard Montañez, now famously known as the man behind Flamin' Hot Cheetos, took that message to heart. Enrico not only listened but supported Montañez's innovative idea, resulting in the product's skyrocketing popularity and Montañez's subsequent rise within the company.
These are not the only qualities that extend a leader's ability to be customer-focused, but they are the ones that first sprung to mind. There are numerous other traits worth discussing, and I eagerly anticipate reading your thoughts and contributions.
In relation to the discussion on leadership traits for customer service, Newsweek's list of most trustworthy companies, which includes Amazon, showcases the significance of integrity and focus on customer experience for successful businesses. Further highlighting this point, Jeff Bezos recognized and valued Tony Hsieh's vision for customer satisfaction at Zappos, illustrating the impact of clear leadership vision in customer service.
