5 Externally Oriented Behaviours:
Customer Insight – relates to ability to keep current customers and satisfy them
Customer Foresight –ability to obtain new customers
Competitor Insight – relates to ability to retain or grow share from current competitors
Competitor Foresight – ability and readiness to pre-empt emerging and potential new competitors
Peripheral Vision – ability to identify and act on market shifts driven by the external environment – technology, economy, regulation, demographic and societal
3 Internally Orientated Behaviours:
Empowerment - the extent to which employees are able to make decisions that are best for the customer without the explicit approval of senior leaders
Cross-Function Collaboration – ability to innovate and deliver new value to customers through collaboration
Strategic Alignment – ability to effectively execute the strategy based on level of internal alignment directed at delivering the company’s value proposition
