Part 16 in a series of articles from Sales Through Service: How to make customers want to buy again and again and again (because you’re so ‘great’!) by Guy Arnold
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Issue Number 14 – Lack of Diversity and Innovation in your Business
Because life has become so complex, and because the world has become so competitive, many businesses have reacted by tying their people down, more and more, to strict systems and processes.
This can have the effect of stifling creativity and innovation in your business, and eventually lead you to become uncompetitive and out of touch.
So what is the answer to this, and how can you get innovation and empowerment, whilst at the same time making sure that you don’t cock things up, and don’t deviate from giving a consistent and continually improving customer experience?
You have to allow your people to use the innate creativity and ability they possess, and channel it down the routes required to make the business you are in successful: a true Win-win outcome, and one that you cannot afford not to do as competition becomes more and more fierce, and globalisation takes control of every market one by one, and you become ever more empowered and powerful through the power of social media and feedback.
If you do it right.
(Or messed up overnight if you don’t).
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Counter intuitive:
- release control and allow your people to be creative and be innovative
- share successes and share failures through your ‘Go the Extra Inch®’ process
- driven by your Customer Focused Mission
- and held accountable through your measures
- that will allow them to continually improve your systems and processes
- around the internal and external customers’ real needs.
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Next time: Issue Number 15 – The Huge Pace of Technological Change and Advancement
