Wednesday, 17 February 2010

The Crusade

In analysing what customer obssessed organisations have in common, it seems that there are a few underlying themes that reoccur:

There is always a crusade - there is something stronger than a vision, a crusade, around which the entire organisation is driven. This could be about anything from creating customers for life to wanting to change what an industry stands for, but it's theren and organisations are almost cult-like in looking to achieve it.

The People Agenda is not downplayed - getting the right people and treating them fairly rings out clearly.

The Spirit to Serve plays out, but through people focus, not necessarily customer focus.

Leadership style must support to allow the points above to play out.

Relentless communication - go further than you think you need and it will be appreciated and leveraged.

Appreciate your thoughts.

No comments:

Post a Comment