Can you imagine a business where everyone connects with its true purpose and gives the very best of himself or herself every day to deliver on that purpose?
What an awesome place that would be to work! And wouldn’t you love to be their customer!
Unfortunately, there are only a few organizations like this in the world today. However, the good news is that many more companies are actually aspiring to be that way.
I don’t care what business you are in; you must foster a new operating model to be successful in today’s business environment.
What makes it different?
The old school autocratic, all-knowing CEO is out, the age of talented teams focused on customers is here.
We call this customer culture, an environment where teams of people work together to deliver unique, valuable customer experiences.
The evidence for the need to create this type of culture is everywhere, all around us.
Nowhere to hide.
Companies can no longer brush poor customer experiences under the carpet, there is a large and vocal customer constituency that will voice their opinions and these will influence whether or not others are interested in your products and services.
Purpose matters.
The days of people turning up for work for a paycheck then turning off is gone. If you spend more than half of your living hours working it had better be for more than just a paycheck.
More than ever before younger workers are looking for meaning in their work, why am I doing this? Where is the meaning?
Customers want to know why you do what you do.
Simon Sinek has recognized that consumers today care about why you do what you do as much as what your offer. If you are just in business to make money for shareholders, I think you will find it a tough environment to compete in. Do something to improve my life, the life of our community, the world or the environment…
Employee Engagement is not enough.
While employee engagement is important, it is simply not enough.
For organizations to succeed they need engaged employees that are directing that energy and passion towards solving problems for their customers.
In fact, we have found engaged employees are the result of good leadership (fair consistent, transparent, inspirational), a strong culture and people doing meaningful work for their customers.
You can’t make someone engaged in their work but you can create the environment (culture) where it is much more likely to happen.
Your call to action:
For 10 years MarketCulture has helped leaders around the world understand how to engage employees in building a customer-obsessed culture. The MRI Assessment provides valuable feedback to leaders that they can act on to enable employees to deliver great customer experiences.
MarketCulture has proven scientifically that a stronger customer culture will drive increased business performance through retention of customers and increased advocacy.
