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.
In a recent Peer to Peer discussion with some CEO’s, most were defensive on the topic of how to deliver an outstanding customer experience. They mostly felt that their employees were always focused on the customer. One CEO said his company has data showing their consistent delivery of full customer satisfaction through customer surveys reflecting on time deliveries, rapid response rates on corrective actions, on time billing, and so forth.
Leaders in the New Economy must orient their companies to identify all customer touch points in every work category within their organizations, creating innovative processes which MAP to the customer experience. Then, each mapped process must be tested refined and improved before formal implementation. Enduring companies today have the Customer Experience at the core of what they do, and have customer experience mapping processes in place to prove it.