In an interview recently, I was asked what is the biggest “small detail” business leaders overlook today. How would you answer that question?
For what it’s worth, here’s my response:
“I think many business leaders fail to teach their staff that true success hinges on emotionally engaging and not merely satisfying customers. Few leaders inspire their teams to go beyond “getting it right” and “making it right” so that staff members are also striving to “make authentic connections” with consumers. Customer loyalty and advocacy today is dependent upon having a team that not only “cares for” customers operationally but “cares about” them as people. As a result of this opportunity, I spend a lot of my time consulting with leaders at medium and large companies as they build cultures, strategies, and tools that result in high levels of customer engagement and profitability much like that enjoyed by businesses about which I have written (Starbucks, Zappos, Pike Place Fish Market, The Ritz-Carlton Hotel Company, UCLA Health Systems). When leaders build a “culture of connection”, people take care of people and ultimately the profits take care of themselves. From my vantage point, the biggest missing detail is the creation of a culture of connection.”
It’s been said that “when you have a hammer everything looks like nails,” so I must concede that my perspective is colored by writing a new Starbucks book that focuses on “connection.” Even so, what are you doing to maximize the product, people and planet connections for those you serve?
