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What’s the ONE thing that will determine your organization’s success five years from now?
Many leaders might say market position, new technology, or competitive advantage.
But those leaders are overlooking something fundamental. And that something separates organizations that achieve breakthrough performance from those that struggle to maintain momentum.
For a moment, I’d like you to think about your front-line teams. They’re expected to deliver excellence every day, in every interaction.
But their ability to perform doesn’t exist in isolation. It depends on something most organizations aren’t paying enough attention to… something that will become even more critical in the years ahead.
And industry leading organizations – your competition – already understand this. In fact, they have been and are still building capabilities today that will determine their success tomorrow.
Watch the video to see what the most successful organizations have in place to succeed down the road. And be sure to check out my full conversation with Julian Wallis on the Pulse by Intuji podcast: https://youtu.be/XmoluwnDD6M
#VideoPosts #ServiceImprovement
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Below is an Autogenerated Transcript
I think the issue is the caliber of service tension and commitment to uplifting service inside the organization. So, department to department, head office to branch, region to region, etc. And then extending that outward upstream to vendors and suppliers and consultants and extending it downstream through distribution channels, etc., which may not be your internal colleagues, but they’re part of your ecosystem of colleagues.
And one of the things that we do when we go to work with leaders in large organizations is say, “I know you want to improve the frontline experience for your customers, and that’s why you’re saying focus there. But we just won’t do that unless the people who are serving those people who in turn are serving the customers are also involved in this from the beginning.” Because to go to people who do the external customer service again, “Come on, do it better” but they’re frustrated with anything from inside, you’ve got a problem.
But if they’re experiencing a better service experience from the IT department, from the HR department, from the finance department, from the administration, security and facilities department, from the legal department, if they’re getting better support, then it’s easy for them to go out and give better support or create new offers for the customers that they serve.
