In tomorrow's world, exemplary leaders will be distinguished by their mastery of the softer side of business: people skills, taste, judgement, and above all, character. Effective leaders bring passion, perspective, and significance to the process of defining organisational vision. The challenge is to invoke the intelligence and capabilities of individuals to perceive that vision and be inspired by it.

	Going By The Book
	Stand Up And Survive
	Who Cares About Second-Best?

Leadership is the key to realising the full potential of intellectual capital. The role of a leader in an organisation is to select the right people, allocate capital resources, and spread ideas quickly. In today's change-prone economy, a sensitive leader must realise that the loyal customer comes first, and that knowledge, teamwork, and the application of technology are the engines that drive growth.

A leader must be fully aware that loyal customers who generate repeat business can initiate a spiral of benefits for the company. This spiral, in turn, helps the company to reinvest more in technology and people. Repeat business drives growth spectacularly because it also frees up additional resources to explore new markets and new opportunities for expansion.

The leader's role is to nurture the attitude of constant learning by providing open opportunities for learning throughout the organisation, with an unrelenting focus on the customer. The customer is central to our business, and I believe that customer loyalty is not won by technology alone. The leader should be aware that today's customer has no tolerance for inconsistency and mediocrity, as he has the means to compare the quality of services in real time, all the time. The leader's role is to harness technology as a means to build and deliver consistently superior customer experience.