Intentional Work, LLC

I don't believe in coincidence. You have to be open to the opportunity if you're going to see it arriving. And if you see it arriving, it's not a coincidence. I prefer kismet, synergy, and connection.

So when I was asking myself what I could really do to serve my customers, and when I say customers, I mean the folks I coach who are in leadership positions - I realized we were essentially asking ourselves the same thing this week.

How can we better engage with our customers for more sustainable success?

What arrived in an email was the answer, from Jim Champy, a fellow consultant and best-selling author. He layed out his 9 steps (or keys) to a more customer-centric organization and what it takes to keep people engaged (and that goes for employees too).

1. Relationships reign.  The top companies spend face time with their clients (and leaders with their people). No shortcuts here.
2. Perspective prevails.  Zipcar doesn’t see themselves in the automobile rental business.  They are in the shared ownership business.  This gives them an entirely new frame of reference (and opportunities) than Enterprise, Hertz, Alamo, or Avis.
3. Customers are king.  Unless you are proud of running a top-down, bureaucratic company, you must engage your customers in every aspect of your planning and marketing activity. Because they are already there.
4. Calm empowers.  People will reward you handsomely for grace under pressure. Just look at Colin Powell. Cool, calm and collected.
5. Innovation opens opportunity.  What activities are you hosting to open creative channels and reward better ways of doing business? In these tough  times, we’ll get more out of expansive thinking, instead of constant fire-fighting.
6. Know your values. If you’re confused between delivering high quality and who your customer is, you might choose to spend in the wrong places and invest in the wrong direction.  Don’t let poor decision became urban legend.
7. Everyone plays.  You are no longer in charge of your brand or your marketing plan. Your entire community contributes to it. Just ask United Airlines after the “United Breaks Guitars” video reached all corners of the universe (thank you YouTube).
8. Authenticity is essential.  Your clients and employees define who you are, and what you stand for, in every community. Protecting your client feedback as confidential information will be trumped by vehicles such as Yelp.

What are you doing to engage your customers/employees for more success?

Listening is a good start...

And being open to opportunity is another.