Yes, I’ve had my shorts in a knot for quite some time now when I think of executive leadership in most companies, which have positions that don’t make sense, and those very companies may be missing the most important leadership post of all. First of all, technology is just a tool we use to get work done.
When I am researching people and articles I need quick access to a collection of reference points. Here’s my shortened list. If you know of any good uns let me know and we will publish them also. Regards, Steve
Do you know who your customer is? Would you know them, if you saw them on the street? Do you know what they look like, sound, act, feel, smell, and and even taste like? The question of “who is our customer” is the foundation of every business or organization. Peter Drucker wrote, “It is the customer who determines what a business is.” Yet from the performance of so many companies, it appears this is far from being as concisely defined as needed.
Every Customer Interaction is a Moment of Truth (MOT). Whether it’s person to person, person to system, system to person, system to system or person to product they are all Causes of Work.
That work in dealing with MOT’s creates organizational internal handoffs, what we call Breakpoints. Places where things can and do go wrong and again we see them happening between people, systems and services all the time.
All our internal communications are in fact Breakpoints. For instance how many emails do you receive from colleagues and business partners daily?
Having just come from speaking at 5 conferences in 5 countries I would like to share some observations that come as a surprise to me - and bode well for all of us in the future. The first observation is the most pronounced - and that is the shifting focus onto the customer.
|