The way you provide your product or service and to whom, says more about you than how much business you do. Being big in a highly segmented world is no longer the determination of success. How you do your business now determines your current credibility and future success. Credibility is as much about your values in becoming successful as about the success you have. Mohamed Al-Fayed for example, despite buying Harrods, never shook off questions about his background.
Your values as an organisation as demonstrated by everyone inside your organisation matter to both existing and potential customers in choosing to do business with you. People have choices and they can now exercise them more freely than ever before, and that means customers can access information instantly to make choices that are more informed. Ikea’s staff misinforming undercover Times reporters about their sustainable and certified sourced products at a number of shops are one symptom of Ikea’s rapid growth boardroom culture.
Values Must Live the Moment
Almost everything in life is in real-time and instantly communicated to circles of influence and beyond. A restaurant having bad night can have a poor reputation before the starter has even been cleared away as customers post live feed back to sites such as Qype or Trip Advisor . Therefore, before the waiter, maitre d’ or chef knows what’s happening the world outside already does by Twitter and Facebook and are cancelling their reservations in their droves.
Why clean lavatories matter?
The old adage that if you want to know how clean the restaurant kitchen is, inspect the lavatories, because they tell you how the restaurant values cleanliness, is a great example of modern customer awareness. Do you live your values or just post them on your website? Is the question customers want to know in establishing and experiencing trust with you and your brand.
Rail companies learning fast
The recent story of the man on the train talking too loudly causing enraged customers to Tweet complaints about his behaviour which was picked up by a duty manager hundreds of miles away who then contacted staff on the train to track down the loud caller and asked him to quieted down.
This story is very much testimony to the growing demands of customer expectations, immediate online response, not waiting for passing train staff to react. This story is part of the reputation shift that train companies are actively pursuing.
The values that a business lives really matter to customers and to the brand reputation. Learn more about strategy and how to build yours in your business, click here or on the book below.
Successful leadership is about having a clear vision. A vision is a is a mental picture of what you want your business to be at some point in the future. It is a realistic aspiration. That vision gives a business a clear focus and a long-term direction, and it can stop a business heading in the wrong direction.
Great leadership is about planning your business using business planning tools to match their ambitions to the opportunities in their market. Without a vision, businesses often fall into short-term annual plan, rather than long-term sustainable entities.
Creating a Vision
Successful business owners step back to work on their business not in their business. Looking at where they are going and why. A vision is an essential element in a leaders toolkit in communication with all stakeholders and employees. It is about being more than just a product or turnover. A good vision must combine not only an aspiration but elude to the values of the business.
Good visions also aspire to where the business will provide value to customers in the future. What are the opportunities within your market and sector over the next few years. Business Planning is a process of assessing options using tried and tested business planning tools, which provide robust and accurate options for business owners to grow their business successful.