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Is Your Company Too Slow To Compete In The Digital Era? Here’s Advice To Speed It Up - Frank Reactions - Customer Experience & Customer Service in the Digital Era
When Jason Jennings, author of the new book, The High Speed Company: Creating Urgency & Growth in a Nanosecond Culture, interviews CEOs they tell him they worry that their companies are moving too slowly. They know the business world is changing so fast that the slow will not survive. But how do they light a fire under their organization to get it moving faster? Turns out the answer has a lot to do with the same things that create great customer experiences:
* Solving problems the first time
* Keeping processes simple
* Keeping good customers from defecting
* Keeping staff engaged
Get your FREE Transcript Now!
In our discussion, he gives examples of several companies that have grown large and successful by being focused on people. In particular, they focus first on their staff, knowing that happy staff are essential if you want happy customers.
His comment that “everybody wants nothing more than to have better tomorrows than todays for themselves and their family” reminded me of my conversation with Mary Miller of Jancoa about her Dream Manager program. Help people have dreams and help them achieve them. For many company founders and CEOs, their main motivation for growth is to give their staff opportunities to move up in the world.
How To Keep Your Company Growing
According to Jason, you need these key elements:
* Purpose, built around doing something good
* A set of 4 or 5 guiding principles by which every decision is made in the organization, and which everyone knows
* Being “extraoridinarily customer focused; otherwise the law of suckage is going to apply.” What is the law of suckage? “By the time you figure out you suck, you have sucked for a long, long time.”
* Transparency and fairness throughout your organization.
Sounds simple, but we know it’s not. As my trainer keeps telling me, if it was easy, everybody would be doing it. It takes consistent effort and strong leadership.
Related Interviews
The Secret to Strong Competitive Advantage: Tilt Towards Customer Experience
Give The Gift of Caring To Your Staff …
How Design Thinking Can Help Improve Customer Service
View all episodes
When Jason Jennings, author of the new book, The High Speed Company: Creating Urgency & Growth in a Nanosecond Culture, interviews CEOs they tell him they worry that their companies are moving too slowly. They know the business world is changing so fast that the slow will not survive. But how do they light a fire under their organization to get it moving faster? Turns out the answer has a lot to do with the same things that create great customer experiences:
* Solving problems the first time
* Keeping processes simple
* Keeping good customers from defecting
* Keeping staff engaged
Get your FREE Transcript Now!
In our discussion, he gives examples of several companies that have grown large and successful by being focused on people. In particular, they focus first on their staff, knowing that happy staff are essential if you want happy customers.
His comment that “everybody wants nothing more than to have better tomorrows than todays for themselves and their family” reminded me of my conversation with Mary Miller of Jancoa about her Dream Manager program. Help people have dreams and help them achieve them. For many company founders and CEOs, their main motivation for growth is to give their staff opportunities to move up in the world.
How To Keep Your Company Growing
According to Jason, you need these key elements:
* Purpose, built around doing something good
* A set of 4 or 5 guiding principles by which every decision is made in the organization, and which everyone knows
* Being “extraoridinarily customer focused; otherwise the law of suckage is going to apply.” What is the law of suckage? “By the time you figure out you suck, you have sucked for a long, long time.”
* Transparency and fairness throughout your organization.
Sounds simple, but we know it’s not. As my trainer keeps telling me, if it was easy, everybody would be doing it. It takes consistent effort and strong leadership.
Related Interviews
The Secret to Strong Competitive Advantage: Tilt Towards Customer Experience
Give The Gift of Caring To Your Staff …
How Design Thinking Can Help Improve Customer Service