Large Companies Lack Purposeful Leadership

As you likely know, one of Temkin Group’s Four CX Core Competencies is Purposeful Leadership. It requires demonstrating 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent.

How prevalent are these attributes? To answer this question, I tapped into Temkin Group's consumer benchmark study and examined feedback from more than 5,000 U.S. employees. We asked whether or not they agreed that their bosses demonstrated these behaviors that are consistent with the Five P's:

• He/she makes decisions that are consistent with what he/she says is important (Persistent)
• He/she helps you succeed in your job (Propelling)
• He/she regularly shows appreciation for the work that you do (Positive)
• He/she doesn’t just tell you what to do, but he/she explains why it’s important (Persuasive)
• He/she is passionate about the success of the organization (Passionate)

We examined the data across size of organization. As you can see in the chart below, there's a substantial drop-off above 5,000 employees for all five areas.