Good leaders understand that an inspirational Vision, supported by enduring Core Values, with Goals that are in alignment with the current mission are all critical factors in a successful organization. They understand why they do what they do, and are clear about their purpose.
However, many companies today often lack one critical element, ONE MAIN THING that all leaders need to create, endorse, live out, and drive within their organizations. Leaders and their team members throughout the organization need to have an overarching passion for this one thing which drives the company forward, creating and sustaining long term stakeholder value.
That critical, all important one thing Leaders in the New Economy must do is to create and deliver an outstanding world class CUSTOMER EXPERIENCE. If a company is not focused on delivering an outstanding world class customer experience, they will quickly be reduced to a commodity, selling products and services that are commonly available from many sources, subjected to price erosion and loss of market share, unhappy employees who are seeking jobs elsewhere, and a loss of shareholder value. Ultimately they will cease to exist as a company.
Your Customer’s Experience Defines Your Brand.