What’s your perspective on corporate values? Are they silly, meaningless words that have to be invented to complete a vision, mission and values trio? Or are values a competitive edge that helps attract and retain the right people for your organization?
Research shows that organizations with high performance over a sustained period of time achieve their success because their people are coming to work each day to do more than punch the clock. Organizations are great not just because a leader is doing something great, organizations are great because lots of people are going above and beyond their job description and making a difference every day.
Ask 10 random people in your organization “Who is our customer?” How many different answers would you get? Ideally, the answer is the same. There is only one customer. Your strategy, resources and goals and objectives must be aligned around a singularly defined customer.
Lack of customer clarity creates organizational challenges that extend far beyond customer service. A lack of clarity and alignment about the customer leads to confusion and uncertainty about critical organizational priorities. A consistent definition of customer, can break down silos, unlock lost productivity and empower your people.