Having established protocol in a business is imperative to a smooth functioning system that everyone understands and can follow. What becomes difficult is when change is made without considering customer experiences, demands, or expectations.
Businesses too often install technology or make a perceived improvement that may benefit internal efficiency, but doesn’t account for the effect on the customer. These kinds of so-called efficiency improvements may save money in the short run, but businesses need to make sure they don’t cost customers in the long run.
As important as it is to change and evolve as a business, it’s imperative to align your organization’s internal challenges with external customer-focused challenges.
Remembering that an organization’s primary challenge is to improve customer satisfaction, will propel change that positively drives corporate initiatives. A company’s goals should be defined by putting themselves in their customers’ shoes.
By linking customer challenges to organizational challenges successful business alignment will occur and effective organizational leadership will result.
CLICK HERE for a podcast from Basadur Innovation Talks, as told by Min Basadur, of a story that shows how change can be made with good intention without considering customer experience.