Title Details

Mette Norgaard is an expert on strategic leadership and learning. She advises executive teams around the world on how to create distinct learning solutions that advance their companies' strategies. She has worked with senior-level leaders from Microsoft, Procter & Gamble, GE Capital, Nucor Corp., Estée Lauder, Harley-Davidson, the U.S. Navy, and Pfizer. Previously Norgaard was a consultant for FranklinCovey Co.

Editor's Note xvii

Foreword xxi

Preface xxv

1 THE POWER OF TOUCHPOINTS: THE ACTION IS IN THE INTERACTION 1

2 THE COMMITMENT TO MASTERY: THE CHOICE IS YOURS 25

3 USE YOUR HEAD: THE COMMITMENT TO INQUIRY 47

4 USE YOUR HEART: THE COMMITMENT TO REFLECTION 73

5 USE YOUR HANDS: THE COMMITMENT TO PRACTICE 95

6 MASTERING THE TOUCH: HOW CAN I HELP? 123

CODA 149

Recommended Reading 151

Acknowledgments 153

About the Authors 157

Index 161

“TouchPoints treats the intersection between leadership and interactions in a new, innovative way. Throughout his impressive career, Conant has driven results and culture by adhering to a set of core values. In this leadership perspective, with co-author Norgaard, he offers an impatient call to action and lessons to learn for all leaders and aspiring leaders.”
—Charles H. Moore,   Executive Director, Committee Encouraging Corporate Philanthropy

“Great books on leadership can be inspirational or instructive in a highly practical way. TouchPoints is both, and enormously entertaining, to boot. If you aspire to have a highly positive impact on any kind of organization – whether it’s big or small, private or public – you must read this book.”
—Jeffrey E. Garten
Professor and former dean, Yale School of Management

“TouchPoints is a vivid reminder that leadership is a 24/7 role. Every human contact is an opportunity for leadership. This book is required reading for current and aspiring leaders. It will make you rethink how to approach the most demanding role of the CEO.”
—Carlos Gutierrez, Former Secretary of Commerce and Former Chairman and CEO, Kellogg Company

“Conant and Norgaard have captured the essence of great leadership by emphasizing the importance of what happens every day in both formal and informal interactions. All too often, leaders fall short of their potential because they focus more on time efficiency than personal impact. This book will convince you that the latter is what matters most – and can help you make it happen.”
—Jon Katzenbach, Senior Partner, Katzenbach Center at Booz & Company

“Leadership at the top is tough, and getting it right really matters. Every leader today struggles with the question, “How can I have more impact in the midst of increasing demands and uncertainties?” As Conant and Norgaard know, you do it by managing your TouchPoints well – moment upon moment, day upon day. Everyone who aspires to great and sustainable performance must master this discipline.”
—Saj-nicole Joni, Confidential CEO advisor, and author of The Right Fight

“As I read the book, I couldn’t help but remember a mentor who guided my development, and while he never used the term TouchPoints, his advice was all about TouchPoints, how to make the most of them and how they, in turn, helped you make the most out of your team. He would say, “It doesn’t matter how trivial the associate’s question may seem… the fact that they asked it means it is important to them. Take the time to work it. Walk all three shifts on the factory floor; you will learn more from that than what you read in the productivity reports. Make yourself available 24/7. Care about people; they are the business.” And so on. This book is all about effective leadership, and effective leadership is what drives shareowner value and career progression. It’s a read for all.”
—Bill Perez, Retired President and CEO, William Wrigley Jr., Former President and CEO, Nike, and Retired President and CEO, SC Johnson