#hpngb

[customerledgrowth]

Customer feedback - are you paying enough attention?

Customer feedback is at the heart of a responsive organisation. These organisations are continuously listening to their customers. Listening to what they have to say, and then evolving their offers in response. But listening is more than just collecting up information about what is being said. It’s also about making sure that customers feel like they have been heard.

If you’ve ever responded to a…

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[customerledgrowth]

What is your mission...?

What is your mission...? Many organisations fail to align their people to a common mission, because they can't just state their mission but instead have a widely-acceptable mission statement.

“Your mission, should you choose to accept it…”. Many people will climb mountains, swim rivers and cut through miles of red tape when they’re “on a mission”. Start-ups usually have a powerful mission too, whether its to right a market wrong, or make the world a better/simpler/fun place. Yet too many established organisations fail to align their people to a common mission, because they can’t just…

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[customerledgrowth]

A Winning Culture Keeps Score

Keeping score is vital to the success of organisations and their staff. But this success hinges on everyone knowing what “winning” looks like and what the priority activities are to achieve it. Done well, an organisation can create a handful of relevant metrics that help everyone see & measure their contribution to the overall goal. However if these key metrics are missing or not clearly aligned to the activities across the business, then it becomes much harder to ‘make the boat go faster’.

[customerledgrowth]

A valuable post relevant to non-for-profits as well as commercial organisations. Developing a corporate memory hinges on getting important knowledge out of people's heads and into a format/system that everyone can use as necessary. Without it organisations risk valuable knowledge leaving with the employees, and worse, opportunities for scalable growth are missed.

[customerledgrowth]

How to Avoid a "Strategy Fail"

FastCompany article highlighting the importance of having a strategy based on a strong market understanding and an organisation capable of disciplined yet flexible execution.

[customerledgrowth]

Bad to great: The path to scaling up excellence

7 tips for improving organisational performance taken from the McKinsey Summary of Bob Smith's new book.

1.Nip it in the bud - don't let little things today become big issues tomorrow

2. Plumbing before poetry - fix the mundane, basic things (the plumbing) before looking for creativity and vision (the poetry)

3. Adequacy before excellence - customers are more likely to broadcast bad experiences than great ones

4. Use the 'cool kids' to squelch bad behaviour - enlist the help of the worst offenders &/or those with the greatest influence

5. Kill the thrill - take away opportunities for people to brag about 'bad behaviour'

6. Try time-shifting, from current to future selves - make the impact of negative actions more vivid

7. Focus on the best times, the worst times and the end - customers remember (and share) the high and low points of an experience, and how it ended.

[customerledgrowth]

A good article about the growth & decline in Nintendo's market share, from the perspective of its value proposition to customers. Specifically getting the balance between 1-size fits all and losing uniqueness through too much flexibility. Nintendo are driven by the philosophy of "When you adapt too much, you lose what’s unique about you" Nintendo are now working on the right balance of localizing Japan-oriented games just enough so that foreign audiences can enjoy them without the game losing its identity.

[customerledgrowth]

When people have a clearly articulated vision, they achieve more and faster. Good article that helps individuals and organisations set a meaningful and motivational vision.  I particularly like tip 4 about flexibility - The purpose of articulating a vision is not to bind you to a path; rather it should help you decide which path to take when you come to a fork