The concept behind transformative leadership is that, to change things around you, you need first to change yourself. Hence the common saying, change starts from within.
If you want to see a breakthrough in your business, you must change within and not force it on others. Issues to do with leadership behavior and expectations are my focus in Call Center Coach leadership academy.
In my Fast Leader show podcast episode with Nick Jankel, we discussed Transformational leadership: changing the world by changing myself.
Transformational leadership is all about changing yourself and inspiring others to change.
Impact Of Transformative Leadership On CX
For me, CX is actually where connection lives in an organization. It’s a gateway into more depth, more sight, more empathy, and more creativity.
More realize that you cannot connect with customers if you have a pure technology or operational mindset. Customers are not interested in automation and your digital transformation. They are interested in you connecting with them in their world.
According to a study by KPMG, 53% of executives do not realize sustainable value from business transformation. You need to get out of execution mode or getting things done mode to simply listening to customers and employees.
The Bio-Transformation Theory Of Transformative Leadership
Basically, a theory about how you change things by how you change people: to sum it all up, if you want to change your company, organization, team, or products, it involves people changing.
By listening to your customers’ needs and fears, you grow yourselves as leaders. So there’s a continuous dialogue between what your customer wants and who you are. An organization fades from relevance when it breaks that dialogue.
I have noticed that most organizations get caught up in their own world, their targets, and their budget. It’s so caught up in its own issues that it’s unable to connect with its customer’s issues.
Your company has to understand what customers want and need and serve them that. If a customer cannot feel that you are attempting to connect, they will seek it elsewhere.
Developing Those Who Report To You
You can go through the process, and you can give them the information so that they can hopefully move to a higher level of value in the organization and their personal lives. It means you have to start with yourself.
As a transformative leader, you can inspire positive changes in those who follow you.
Transformational leaders are generally energetic, enthusiastic, and passionate. Not only are these leaders concerned and involved in the process, but they are also focused on developing others.
According to Terina R. Allen, “…transformational leadership is about using your actions to elevate others and put them in the path of greatness.”
John Maxwell noted that, “transformational leaders are belief makers who help people believe in themselves.”
My parenting journey and my leadership journey relate to each otherother. While I have made many mistakes, I have become a better leader by being a parent and vice versa.
It doesn’t mean you are a parent to your team, but the caring and nurturing share commonalities.
What Is The Transformational Curve
Nick shares this is basically a j-shaped curve. By studying it, you learn a lot about change essentially. Often it is used to describe particularly what gets in the way of transformation.
Every aspect of life has its own j-curve. For example, the relationship can be up at the moment, and the health can be down.
Each has to be represented on its own. You have a team and customers; you cannot expect them to respond to the product or idea in the same manner or at the same rate.
They are all on different journeys. You have to take each one through his own curve as you did. Most companies fail not because the idea was ingenious but because they did not bring people on the journey.
That’s why cx is not just about brand structure, the narrative structure, and the touchpoints that you bring people with.
How Do You Make That Connection Across A Diverse Marketplace
You don’t want to pretend to be different for different customers or employee segments. That way, you won’t be authentic or credible. You cannot change yourself for others.
What you can do is, learn to situationally adjust how you show up to meet people were they are.
Situationally bring different parts of your flavor, taste, and yourself to meet the recipients and connect with your customers in a way that is empathetic to what they want.
Characteristics Of Transformative Leadership
We live in a complex world that none of us can be domain in everything. Therefore, we have to rely on others. Our job as leaders is to think of the domain experts as verticals in our conversations.
As leaders, you need to join the vertical and general horizontal insights into human experience, cx, and business experience to get something to happen and make things effective.
To be a genuine leader, you have to let go of knowing everything and be wise enough to embrace others’ ideas and make sense of it all.
Customer service is where most of us connect with brands these days. These days’ customers can change companies so quickly. The internet is making our customers smarter and faster than we are.
Companies can’t hide anymore; Google is full of lived experiences.
As leaders, you must change and become more empathetic and understanding of their needs. Change is about empathy, connection, trust, and customer focus.
You must develop an adaptive and quick culture to respond to the changing customer and their needs. If you cannot solve a pain that people cannot solve for themselves, you do not have a business.
In their book Transformational Leadership, Bass and Riggio state that, “Transformational leaders…are those who stimulate and inspire followers to both achieve extraordinary outcomes and, in the process, develop their own leadership capacity.”
The pandemic is probably going longer than we thought. It’s a game-changer. Most people are just waiting for things to go back to where they were before.
I think that we are actually on a transformation curve where it will never go back to how it was immediately and probably will never. The pandemic is a massive game-changer; I think it’s going to take months or years before we even begin to comprehend.
It has confirmed that there is no economy without ecology. Things are beginning to mount on us and this is just the beginning.
Though the study proves that executives do not realize sustainable value from business transformation, transformative leadership is actually the way to go.
I assume this is because they focus so much on changing the business and the operational model that they forget the one thing they can change – themselves.
Watch My Interview With Nick Jankel On Transformative Leadership
- What really is transformative leadership?
- How can organizations benefit from this leadership approach?
- Is transformative leadership feasible?