Show Notes

In this episode of 'It's a Customer's World' podcast, host Andy Murray talks with Steve Dennis, a seasoned leader and author, about the challenges and necessities of transforming organizations to become truly customer-centric. With insights from Dennis' new book 'Leaders Leap,' they discuss the critical leadership mindset needed for such transformations. The conversation delves into Dennis' personal reflections on past experiences, notably his time at Sears, and how moments of crisis can lead to significant professional growth and the imperative for courage in leadership.  

Dennis emphasizes the importance of being customer-focused, not just in marketing but across all aspects of an organization, and how fear and ego can impede innovation. They touch on various aspects of leadership and the necessity of adopting new mindsets to succeed in today's rapidly changing retail landscape.  

The episode is rich with advice on personal and organizational transformation, highlighting the journey towards more dynamic, customer-centered leadership. 

Questions and Topics: 

00:00 Welcome to It's a Customer's World Podcast 

01:05 Deep Dive with Steve Dennis: Leadership and Transformation 

02:27 The Sears Strategy Story: A Leadership Reflection 

07:20 Pivoting Perspectives: The Power of Leadership Mindset 

11:10 The Courage to Innovate: Overcoming Fear and Embracing Change 

26:31 Leadership Leaps: The Seven Mindset Shifts for Transformation 

31:19 Personal Journey: Embracing Vulnerability and Courage in Leadership 

40:35 Closing Thoughts and the Path Forward 

Additional Links

Leaders Leap by Steve Dennis