What do leaders in a Omni-channel era look like? In honor of the new year, Rami Jaulus NGG CEO, talks about a world that’s changing before our very eyes and calls on us to embrace the change
Social networks, websites, familiarity with products and services, and buying decisions – none of these is happening in stores or showrooms, or in telephone conversations with service provider reps. Obviously the younger customers, but not only they – people representing every age demographic – have changed their buying habits, and the many interactions that in the past took place with flesh and blood service providers are now becoming self-served.
So how does one make an impact on business results in a rapidly changing world, and what does one do with all the traditional methods that are no longer relevant?
- The ability to embrace change begins with the understanding that what was, is not what will be.
- The ability to lead flows from the understanding that no one knows the answer to every question, and nobody can provide a clear response to every situation.
- The connection between constant, ever-accelerating change and the understanding that there isn’t one clearly defined answer, generates the need for empowering leaders possessing a high degree of flexibility, adaptiveness, and also an infinite ability to accept uncertainty.
One cannot control and manage!
- Leadership in an Omni-channel world is, in essence, the ability to create the stimulus that allows the organizational talent, at every level, to create the changes necessary to adapt and adjust to the business environment, the customers, and their buying habits.
- Leadership in an Omni-channel world looks for the craziest, most out-there ideas, both within the organization and outside of it, and empowers and embraces new courses of action.
- Leadership in an Omni-channel world sees things not as black-and-white but rather as multi-hued and full of possibilities. It is broad, open, flexible, and accepting.