Driving Culture Change

Decide to Believe - Do You Trust Customers and Employees?

You will increase your prosperity by deciding to believe in your customers and your people. The decision to believe is core to beloved companies. Having this ability is the foundation for building the kind of company that employees love and customers want to be associated with.

{ Be the first to comment on this article. }

What Defines Your Experience _ Clarity of Purpose

Are your employees clear about what you deliver to your customers and why its different?
Would ten random employees in your company give the same answer when asked, “What is our purpose?”
Clarity of purpose moves people from executing tasks to delivering experiences customers want to repeat and tell others about.

{ Be the first to comment on this article. }

3 Actions - Decide to Be Real

Attitudes and actions embody what is behind beloved companies. Strategic hiring and on boarding actions will help the front line deliver service based on the needs of your customers.

{ Be the first to comment on this article. }

Repair the Emotional Connection - Decide to Say Sorry

All decisions contribute to the delivery of a meaningful apology. Your apology (how you say sorry) is your humanity litmus test. It’s unavoidable that at some point, your business will suffer a failure that disappoints customers. How your company reacts, explains, removes the pain, and takes accountability for actions signals how you think about customers, and the collective heart of your organization.

{ 1 comment }

What pushes your yes button?

What conditions must always be met before you say “yes”? IKEA designs the price tag first. They know that even people on a limited budget want a beautiful home, a comfortable place that feels like, well, home. Their purpose is to “create a better everyday life for many people.” IKEA wants to produce democratic design: products with flair at a price most people can afford.

{ Be the first to comment on this article. }

customers tell the story for the beloved company 1

When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I Love You More Than My Dog,” is a reminder that people are bound by emotion to the things they love.

{ 1 comment }

3 Actions Decide to Believe

“I believe you.” With those words, we honor the recipient. Inside beloved companies, they decide to believe. Trust and belief are cornerstones of relationships with employees and customers. Take action and implement three actions to help make “believing” a core competency in your organization and culture.

{ 1 comment }

Is Your Company Beloved

Beloved companies decide differently than everybody else. Acutely aware of how their every action impacts how customers feel and respond to them, they take the time to make purposeful decisions about the contacts they have with customers. Beloved companies make a choice. They actively decide to connect who they are as people with the decisions they make in how they run their business.

{ Be the first to comment on this article. }

Slide07

Companies that customers love work hard not to lose their personality—not in their products, not in their service, not in anything they do. They become beloved because of how they connect with customers in their lives. They relate personally with customers the beloved company’s personality comes through during any interaction with a customer.

{ Be the first to comment on this article. }

Repairing the Emotional Connection with Customers

The measure of your company is determined in the moments of recovery. And beloved companies obsess over every moment of these situations because they know that customers are keeping score.

{ Be the first to comment on this article. }