Culture Master Class
The game of business is not about finishing. It is about finding and continuously delivering value to customers. You role is now to work with your teams to find ways to sniff out ideas from customers (and your teams), to be constantly focused on testing or validating what value is in these ideas (by talking with customers and getting something in their hands to try), and to relentlessly work with your teams to shorten cycle times (innovation (idea) to test (value validation) to release (customer).
Business is about Customer Experience. How do your customers feel while engaging with you? How do they feel when they think about you? How do they feel after they have engaged with you? How does your product or service make them feel? Do you frustrate your customers anywhere on their journey? Do you slow them down? Do you confuse them? Do you make it hard for them to buy from you or engage with you?
In the end all boils down to emotions, and you will be surprised… ask your customers (with the right tools and questions)… they don’t all want to feel ecstatically happy – this obviously depends on what you are offering.
You might think you have all the features your customers want. And you may well have. You have out featured your competition!
… but… do you know how your customers want to feel? Do you target the emotions they want? The hard bit here is they may not know how they want to feel. No-one has ever asked them before.
True customer centricity is to know and target the emotions your customers want throughout their entire journey – not just at the end. The massively successful brands know the emotions their customers are having (and want) even on the journey before they get to the brand.
I call the difference between the emotions customer want, and the emotions we create, the emotional delta. Do you know the emotions your customers are seeking? Do you know how to close the ’emotional delta?’
Working out how to control the journey through emotions attracts and keeps customers like a super-lead magnet.
Advanced Culture Tip:
Managers question: ‘What features are we releasing and when?’
Leaders question: ‘What emotions have our customers told us they want satisfied most?’ ‘How can we shorten the cycle time from us find this, validating this and delivering this value?’
Bring the spirit of leadership back. Lead, inspire, be brave.
Find yourself in this situation? Give me a call for a chat. I love assisting companies and business leaders through this challenging time.
Steve: 0400 005 924.
Bring the spirit of leadership back.
Be Brave - Trust, Truth, Transparency.
Find yourself in this situation? Give us a call for a chat. We love assisting companies and business leaders through this challenging time.
Steve: 0400 005 924 | 1300 851 861