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Block 3 (Leadership (Versus management (Thinking process # (Focuses on…

- - - - Focuses on people
      - Looks outward
    - - Does the right thing
      - Creates change
    - - Empowers
      - Trusts and develops
    - - Uses conflict
      - Acts decisively
    - - Presents a vision
      - Creatures the future
- - - - Develop improvement plans # #
      - Improve
      - Appropriate
      - Urgent action #
      - Excess? #
- - - - Focus for staff roles
      - Relationship building
        with customers #
      - Coherent brand identity
      - Feedback ideas
    - - Brand agnostics
        
        Convert into
      - Brand cynics
        
        Could devolve to
      - Brand champions # # #
      - Brand Saboteurs # #
  - - - Cheaper to retain customers
      - Retaining customers
        provides profit #
    - - Seller-maintained
      - Bilateral
      - Buyer-maintained
      - Loyalty ladder (Peck et al., 1999) #
- - - - Internal
      - External # #
- - - - Others are affected