Introduction : evidence-based leadership -- Key tactics -- Up or out : deal with low performers and move your organization to the next level -- Round for outcomes -- Manage up to improve performance -- The core -- Build the foundation (passion and purpose) -- Reduce leadership variance -- Measurement 101 -- Align behaviors with goals and values -- Create and develop leaders -- Employee tactics -- Satisfied employees mean a healthy bottom line -- Know your employees' what -- Improve employee selection and retention -- Build individual accountability -- Harvest intellectual capital -- Recognize and reward success -- Find and recognize difference makers -- Customer tactics -- Build a culture around service -- Implement pre- and post-customer-visit calls -- Round on your customers : determine your customers' what and give it to them! -- Key words at key times.
