Customer leadership

From Automatic Pilot to Active Growth

As an entrepreneur and leader within your organization, your focus is on inspiring and leading from a strong customer focus. Yet you may recognize that you and your team are sometimes stuck in ingrained patterns. These habits can be paralyzing and get in the way of the progress you envision. Breaking these patterns is essential for growth, but often presents a major challenge.

Old habits and assumptions often operate on autopilot. What was once effective can now actually hinder the growth of your organization. As a leader, it is your responsibility to respond to this and guide your team toward new ways of thinking and working.

Paradoxical Leadership as a Key to Growth

The concept of paradoxical leadership, as researched by Professor Wendy Smith and Professor Steven Poelmans, provides a powerful approach for this. This model enables you, as a Customer Leader, to lead effectively and break the deep-rooted patterns that stand in the way of your organization’s growth.

With paradoxical leadership, you learn to work on multiple levels:

1. Balancing between Empathy and Demands
   Striking a balance between showing empathy and making clear demands is crucial.
   This balance helps not only to maintain a positive team dynamic, but also to make decisive progress.
2. Breaking Rusty Patterns
   By working from your organization’s unique DNA, you can create a culture of openness and innovation.
   This breaks old habits and opens the door to new opportunities and growth.
3. Working On Your Business AND In Your Business
   Paradoxical leadership requires engagement at both the strategic level and in day-to-day operational realities.
   This means mastering the art of switching between making important strategic decisions and dealing with day-to-day challenges.

By applying these principles, you can transition from autopilot to active growth and take your organization to the next level.