A question I get asked frequently when addressing Business Owners and Leaders. It’s an awesome question… furthermore, the correct question.
Client Obsession is effective when it is “beat down” in any association… originating from the top Leader as the way you will maintain the business. It isn’t fruitful “from the beginning… where it is driven by some enthusiastic workers needing to be more about the client. Without the top person(s) driving this… tirelessly… an association won’t cross the abyss to getting to be Customer Obsessed. They will in all probability surrender when they hit what I call “The Valley of Despair”. This is the place when circumstances become difficult, representatives grumble, the outcomes aren’t perhaps what were normal, it takes more work, or there are excessively numerous different things pulling at you and you don’t keep with it. On the off chance that you, as the pioneer, aren’t completely inundated into pushing through, your workers as a rule aren’t either.
What does it take to be this kind of pioneer? There are 5 key characteristics I feel are essential on the off chance that you need to lead your organization into the perfect world called Customer Obsession…
Consume the Ships… as a matter of first importance is to be “all in” and focused on observing this through and making the move… regardless! Client Obsession isn’t an activity or a venture… it’s your DNA. It is about your identity as an organization and a group of representatives. This is who you will progress toward becoming as an association and it’s at the focal point of all that you do in the business. It’s a mind move far from items and administrations (in spite of the fact that they will unquestionably still be a key some portion of your business) to beginning each choice with your Customer in the cutting edge. I cherish the expression “Consume the Ships” since it portrays precisely the mental express the association (and initiative) should be into see this through… it implies there is “no backpedaling in light of the fact that we don’t have our boats any more.” You have arrived and picked your way… you have killed any enticements of “backpedaling to the way things were”… you are 100% dedicated to your new heading and center of Customer Obsession. There is no turn around… you are all in and you need to make sense of how to make it function and make this your new establishment.
Make another VMV… without another Vision, Mission, and Values establishment, it will be for all intents and purposes difficult to move from being item/benefit driven to Customer Obsessed. In the event that you needed to manufacture another house with a totally unique plan, you wouldn’t utilize your old establishment… you would make another one. The same goes for an association… the pioneer needs to make another Vision (or change the current one), make another Mission (centered around the client) and after that include the Values the pioneer sees as key to helping them arrive (this more often than not requires a few adjustments). With these set up, both the inner (representatives) and outside (clients, accomplices, sellers, and so on.) gatherings of people see you are focused on an alternate way… it turns out to be promptly evident. These progressions will accentuate the client being at the focal point of the universe for the organization, which will end up being your image, your mantra, and your guide for all that you do advancing. The VMV completely must be in arrangement with your attention on Customer Obsession to have a shot of accomplishment.
Walk the Talk… much the same as the truism goes, in the event that you don’t show what you say through your activities nobody will accept what you say. This couldn’t be more genuine than with Customer Obsession. It’s difficult to tell everybody inside and remotely you are fixated on building the business around the client when you are as yet centered around your items or administrations as the driving element for the business. The Customer Experience must be at the center of all that you convey to the client. I must be your concentration and the primary spot you begin with any arrangement. At the point when your groups are looking for an answer, do you begin with how this will affect our client and their experience or do you begin with how your item or administration will function the best? This is the kind of various considering and move in your mentality that makes separation and demonstrates your workers and clients you are “all in” and walk the discussion.