The changing face of leadership We often hear the phrase “the customer comes first”. But today’s leaders will recognize that the success of their organization depends on understanding and meeting the needs of both customers and employees, says George Kohlrieser, Distinguished Professor of Leadership and Organizational Behavior at IMD. The COVID-19 pandemic prompted a shift in leadership styles, and we need the courage and foresight to keep the best of those changes, he adds. In an article for I