Expertise / Challenges we help solve

Leadership that exceeds customer expectations

Empowered and visible leadership grows customer loyalty and lifetime value


Organisations need ‘leadership from everywhere’, throughout their business, to play its part in improving customer satisfaction and meeting increased expectations. Data demonstrates that while leaders are doing a good job improving customer satisfaction, middle managers need to develop their leadership skills and step up to help shape the market.

Customer challenges

Why should I worry about customer engagement?

Gone is the time when customer engagement was just something the retail industry had to worry about. It’s critical to building strong relationships in every industry. Show your customers you value them.

How do I build customer engagement?

By first valuing your workforce. It’s infectious. As the saying goes, make your people before you make your products.

What part does leadership play?

‘Whole’ leadership combines technical expertise with the motivational talents to take people on a mission to deliver service excellence for their firm. Technically minded people frequently need help with these empathetic, inspirational, engagement skills.

What can I do to help?

Ultimately leaders are judged on their relationships, their pipeline and their top line impact, as well as their unique ability to shape the reputation of the business in the market. Some leaders grow into these roles while others need help to step into this unknown territory.

How we help businesses tackle these challenges 

Our tailored solutions help you to develop customer empathy, build relationships and inspire your workforce to deliver service excellence. They’ll help your people…

  • grow beyond technical excellence to become ‘whole leaders’
  • walk in your customers’ shoes and build better relationships
  • move their thinking from back office to front line
  • be ready for the unexpected challenges customers bring


Customer satisfaction has risen to 77.8% - the fourth consecutive increase and now at its highest point since July 2013.


of UK leaders rated their own line managers as ineffective.

Our tailored leadership solutions

Our leadership development approach helps leaders at all levels hone their market-making abilities, without risk, in intense scenarios. They learn to ‘see as others see’. This gives leaders the confidence and self-awareness to look outwards, and it empowers teams to step up.

We release the true performance potential of your people through tailored personal, team and organisation leadership solutions that blend insight from diagnostics, intense experiential learning and individual support.

Developing potential

Tailored leadership development programmes where individuals discover their personal power and leadership style to become the best leaders they can be.

Releasing team talent

Developing effective leadership under testing conditions grows personal confidence and self-awareness. This helps teams build trust and align diverse skills to achieve a shared goal. They will understand and embrace risk to move faster and with greater clarity.

Leading change and building resilience

Developed for aspiring managers leading change. Provides a practical toolkit that supports them to energise teams to higher levels and to be prepared for the known and unknown challenges ahead.

Enhancing organisational performance

Shaping a fertile culture that enables leadership at all levels and enfranchises everyone to embrace a common purpose and a high performance mindset. Will help to align your leaders’ energy and ideas with customers’ needs and changing market demands.


Client success stories

The Leadership Trust clearly understood our business challenge. We needed a leadership development programme that could respond to our business reality – a complex environment. They grasped that, and they made it happen.

Knauf Insulation
Virginie Limbourg, HR Talent and Development Manager

Forging leadership to drive
change and champion new projects.

In 2015, Knauf Insulation was looking for a re-energised and refreshed sales approach to overcome challenges in a fast changing market. Essential to its success would be champions who could see the project through.

Knauf asked The Leadership Trust – their training partners for more than ten years – to put together a bespoke leadership development course to support their Effective Sales Force Excellence programme. Three years later, the course is still driving great leadership skills and high-performance behaviours.


How to contact us:

Call us 01989 767667 or email us