Get the key ideas from

The Leader’s Guide to Radical Management

Reinventing the Workplace for the 21st Century

By Stephen Denning
13-minute read
Audio available
The Leader’s Guide to Radical Management: Reinventing the Workplace for the 21st Century by Stephen Denning

The Leader’s Guide to Radical Management (2010) offers seven key principles that will help managers stay focused on making their customers happy. You’ll find that the practical tools presented in these blinks will not only increase your profits; they’ll keep you and your workforce focused on what’s really important.

  • Managers and CEOs
  • Entrepreneurs
  • Readers interested in good management techniques

Stephen Denning is an Australian business guru who’s consulted for organizations around the world. He’s a specialist in management innovation and helping businesses find their own path to success. His other books include The Secret Language of Leadership: How Leaders Inspire Action Through Narratives and The Leader’s Guide to Storytelling: Mastering the Art and Discipline of Business Narrative.

© Stephen Denning: The Leader’s Guide to Radical Management copyright 2010, John Wiley & Sons Inc. Used by permission of John Wiley & Sons Inc. and shall not be made available to any unauthorized third parties.

Go Premium and get the best of Blinkist

Upgrade to Premium now and get unlimited access to the Blinkist library. Read or listen to key insights from the world’s best nonfiction.

Upgrade to Premium

What is Blinkist?

The Blinkist app gives you the key ideas from a bestselling nonfiction book in just 15 minutes. Available in bitesize text and audio, the app makes it easier than ever to find time to read.

Discover
3,000+ top
nonfiction titles

Get unlimited access to the most important ideas in business, investing, marketing, psychology, politics, and more. Stay ahead of the curve with recommended reading lists curated by experts.

Join Blinkist to get the key ideas from
Get the key ideas from
Get the key ideas from

The Leader’s Guide to Radical Management

Reinventing the Workplace for the 21st Century

By Stephen Denning
  • Read in 13 minutes
  • Audio & text available
  • Contains 8 key ideas
Upgrade to Premium Read or listen now
The Leader’s Guide to Radical Management: Reinventing the Workplace for the 21st Century by Stephen Denning
Synopsis

The Leader’s Guide to Radical Management (2010) offers seven key principles that will help managers stay focused on making their customers happy. You’ll find that the practical tools presented in these blinks will not only increase your profits; they’ll keep you and your workforce focused on what’s really important.

Key idea 1 of 8

Every business should seek to delight its clients and turn them into promoters.

If you want to practice radical management, you need to start by asking an important question: “What am I trying to accomplish?”

The answer to that question, and the guiding principle for your business, should be client delight.

If you can keep your clients delighted, you’re bound to have a successful business, with loyal customers who’ll provide you with steady profits. This money can then be used to fund innovations for maintaining that delight.

And you should not only inspire delight in your clients; it should be used to motivate and inspire your employees as well.

Instead of just working for a paycheck, employees should recognize the value in helping others and putting a smile on a customer’s face. Client delight doesn’t just make a customer’s day better. It also makes the lives of employees happier and more fulfilled.

To measure client delight, you can reach out to customers directly with surveys or questionnaires that seek to determine their willingness to recommend your service to others.

Many businesses, including the Boston-based consultancy firm Bain & Company, have found that a willingness to recommend is one of the best indicators of client delight.

Fred Reichheld is a manager at Bain & Company, and his surveys use what’s called a Net Promoter Score (NPS).

This tool works by asking customers to use a scale of zero to ten to rate the likelihood of their recommending your product or service to other people. A very high score like nine or ten indicates the client will act as a promoter of your business, while a low score of zero to six suggests they’ll be a detractor – someone who will speak negatively about your business to others.

By using regular NPS surveys you can be sure you’re as effective as possible by targeting your detractors and putting your efforts into turning them into promoters.

But facilitating this metamorphosis requires that you know how to delight your clients, which is what we’ll explore in the blinks ahead.

Upgrade to continue Read or listen now

Key ideas in this title

Upgrade to continue Read or listen now

No time to
read?

Pssst. Sign up to your secret to success: key ideas from top nonfiction in just 15 minutes.
Created with Sketch.