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<p>Editor’s Note xvii</p> <p>Foreword xxi</p> <p>Preface xxv</p> <p>1 the Power of Touchpoints: The Action Is in the Interaction 1</p> <p>2 the Commitment to Mastery: The Choice Is Yours 25</p> <p>3 Use Your Head: The Commitment to Inquiry 47</p> <p>4 Use Your Heart: The Commitment to Reflection 73</p> <p>5 Use Your Hands: The Commitment to Practice 95</p> <p>6 Mastering the Touch: How Can I Help? 123</p> <p>Coda 149</p> <p>Recommended Reading 151</p> <p>Acknowledgments 153</p> <p>About the Authors 157</p> <p>Index 161</p>

<b>Douglas Conant</b> 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. <p><b>Mette Norgaard</b> 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.</p>

<b>Praise for <i>TouchPoints</i></b> <p>"A profoundly relevant book on the fundamental power of human connections—and how it drives lasting change for every leader, every time."<br /> —<b>Stephen R. Covey</b>, author, <i>The 7 Habits of Highly Effective People</i> and <i>The Leader in Me</i></p> <p>"Being an effective executive in today's over-scheduled, fast-paced 'interruption age' is not mutually exclusive with being an accessible and engaged leader. Indeed, recognizing that everyday 'TouchPoints' represent opportunities to teach and to enhance corporate culture is a prerequisite for success."<br /> —<b>Duncan Niederauer</b>, CEO, NYSE Euronext</p> <p>"Doug Conant has proven himself to be a very disciplined CEO – focused, able to let go of what doesn't fit, building greatness step-by-step, laying foundations for decades down the road while delivering results today. His example shows how effective business leadership can be quiet and bold, studious and decisive, disciplined and creative. He and Mette Norgaard make a great team for bringing these leadership lessons to the world."<br /> —<b>Jim Collins</b>, author, <i>Good to Great</i></p> <p>"Like much of the best advice, TouchPoints makes immediate good sense; and taking it won't even add to your workload."<br /> —<b>Sir Martin Sorrell</b>, CEO, WPP</p> <p>"Leave it to Conant and Norgaard to define the future of leadership. In this brilliant new view, they uncover hidden opportunities we each have to turn everyday 'warm moments' into powerful venues for breakthrough thinking in your organization. This book makes all the rest seem old and tired."<br /> —<b>Faith Popcorn</b>, CEO of BrainReserve, futurist, and bestselling author</p> <p>"Conant and Norgaard reveal the secrets of great leadership. Yes, hard skills count, but soft skills – deftly managing a conversation, caring about the people around you, posing the perfect question in a crisis – make all the difference. This practical and insightful book shows how to transform the behaviors and results around you."<br /> —<b>Daniel H. Pink</b>, author, <i>Drive and A Whole New Mind</i></p> <p>"A superb leadership guide."<br /> —<b>Bill George</b>, author of <i>True North</i></p>

“Tremendous! Doug Conant and Mette Norgaard have written a literal masterpiece on leadership in <i>TouchPoints</i>. 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.”<br /> —<b>Stephen M. R. Covey,</b> Author of <i>The New York Times</i> and #1 <i>Wall Street Journal</i> bestselling book, <i>The Speed of Trust</i> <p>“<i>TouchPoints</i> 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 <i>call to action</i> and lessons to learn for all leaders and aspiring leaders.”<br /> —<b>Charles H. Moore,  </b> Executive Director, Committee Encouraging Corporate Philanthropy</p> <p>“Great books on leadership can be inspirational or instructive in a highly practical way. <i>TouchPoints</i> 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.”<br /> —<b>Jeffrey E. Garten</b><br /> Professor and former dean, Yale School of Management</p> <p>“<i>TouchPoints</i> 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.”<br /> —<b>Carlos Gutierrez,</b> Former Secretary of Commerce and Former Chairman and CEO, Kellogg Company</p> <p>“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.”<br /> —<b>Jon Katzenbach,</b> Senior Partner, Katzenbach Center at Booz & Company</p> <p>“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.”<br /> —<b>Saj-nicole Joni,</b> Confidential CEO advisor, and author of <i>The Right Fight</i></p> <p>“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.”<br /> —<b>Bill Perez,</b> Retired President and CEO, William Wrigley Jr., Former President and CEO, Nike, and Retired President and CEO, SC Johnson</p>

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