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TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments

TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments

5.0 1
by Douglas R. Conant, Mette Norgaard

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A fresh, effective, and enduring way to lead—starting with your next interaction

Most leaders feel the inevitable interruptions in their jam-packed days are troublesome. But in TouchPoints, Conant and Norgaard argue that these—and every point of contact with other people—are overlooked opportunities for leaders to increase their


A fresh, effective, and enduring way to lead—starting with your next interaction

Most leaders feel the inevitable interruptions in their jam-packed days are troublesome. But in TouchPoints, Conant and Norgaard argue that these—and every point of contact with other people—are overlooked opportunities for leaders to increase their impact and promote their organization's strategy and values. Through previously untold stories from Conant's tenure as CEO of Campbell Soup Company and Norgaard's vast consulting experience, the authors show that a leader's impact and legacy are built through hundreds, even thousands, of interactive moments in time. The good news is that anyone can develop "TouchPoint" mastery by focusing on three essential components: head, heart, and hands.

TouchPoints speaks to the theory and craft of leadership, promoting a balanced presence of rational, authentic, active, and wise leadership practices. Leadership mastery in the smallest and otherwise ordinary moments can transform aimless activity in individuals and entropy in organizations into focused energy—one magical moment at a time.

Editorial Reviews

Kirkus Reviews

Think you're going to hold onto the big chair by remaining the biggest SOB in the room? Think again.

The man credited with turning around the Campbell's Soup empire and one of the most sought-after leadership consultants in the business are adamant that running a successful corporation today requires something else—a human "touch." Forget the corporate-speak; Conant and Norgaard write that if executives really want to raise standards, inspire commitment and achieve lofty business goals, they'll need to drop the phony tough-guy act and reach out and touch someone. The authors write of the myriad daily interactions bosses have with their employees throughout the course of the work week that lesser leaders might call "interruptions." But Conant and Norgaard view these as opportunities to exercise true leadership, the kind of leadership that elicits creativity and collaboration instead of mere compliance. The result may be the difference between languishing and lifting an organization out of the red. The tone of this slim volume never rises above high-school PSA fare, but its content is pointed and direct. Back-office drones dreaming of their big break and open-minded CEOs eager to perform a little magic of their own should have no trouble digesting the system.

A short, concise handbook with practical examples on how to become a more effective leader and a better boss.

Product Details

Publication date:
J-B Warren Bennis Series , #169
Sales rank:
Product dimensions:
6.20(w) x 9.10(h) x 1.00(d)

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What People are Saying About This

From the Publisher
“Tremendous! Doug Conant and Mette Norgaard have written a literal masterpiece on leadership in TouchPoints. Simultaneously filled with profound wisdom and practical application, this book demonstrates how our moment-to-moment interactions with others are really two-way opportunities to listen, learn, teach, and understand the pulse of our people and organization. This remarkable book will forever change how we view the work of leadership.”
Stephen M. R. Covey, Author of The New York Times and #1 Wall Street Journal bestselling book, The Speed of Trust

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

Meet the Author

Douglas Conant is president and CEO of Campbell Soup Company. Under his leadership, Campbell reversed a precipitous decline in market value and employee engagement, improving its financial profile, enhancing its diversity and inclusion practices and raising its corporate social responsibility profile. Previously Conant held management positions at Kraft and General Mills, and was president of the Nabisco Foods Company.

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.

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TouchPoints 5 out of 5 based on 0 ratings. 1 reviews.
RolfDobelli More than 1 year ago
You can become a great leader if you take to heart the message and the methods of Campbell Soup Company president and CEO Douglas Conant and executive management training consultant Mette Norgaard. They describe an innovative leadership model based on making the most of ¿TouchPoints,¿ those seemingly innocuous but quite powerful interpersonal events that pepper the daily lives of corporate leaders. Many executives resent ¿pesky¿ interruptions, but the authors reframe them as golden opportunities for leaders to move their strategic agendas forward via personal connections with their employees. Conant and Norgaard based their approach on the philosophy of ¿leading in the moment¿ that Conant developed and used to turn Campbell¿s around when it was distressed. getAbstract recommends their book to executives seeking a workable model for creating and honing a personal leadership style.