“What got you here, won’t get you there” – Marshall Goldsmith
The mathematical expression of the moment:
More revenue = More customers = Superior Customer Experience = Great Employee Experience
It can become a reality with the right leadership and strategy, leveraged by digital transformation. Sounds easy…! Is it?
As individuals, customers, employees, owners or in any other role, we all are part of the expression.
From an organizational perspective, everything is connected. If we don’t develop the individual and organizational capabilities we need to serve the new audiences and to take advantage of the new opportunities brought by change, we won’t be able to deliver a superior customer experience and the value that resides not only in what a company delivers for its customers, but in how it delivers products and services. If companies and individuals don’t quickly adapt to the New Way of Work, neither be able to create the kind of employee experience that will result in a superior customer experience.
These are the new forces that conduct the New Way to Strategize, that will allow companies getting into “that desired state” that will deliver benefits to customers, employees, the bottom line and the society. This includes shaping a “customer back” perspective, the central role of customer journeys (rather that touchpoints) and the importance of forging a vision to close the gap between the direction being provided and the engagement of people.
Before, companies could differentiate themselves by product or efficiency, however; distinctiveness today increasingly lies in creating a seamless, omnichannel and consistent customer experience.
The customer experience landscape is changing rapidly and learning how to operate in it must a strategic imperative.
The digital revolution is restructuring every business, every job and every sector of society; and in consequence, each individual. No company, no job, and ultimately, no government and no economy is immune to disruption.
The biggest challenges are still ahead, and every industry, every organization and every person will have to transform in the next few years, in multiple ways, or fade away.
“Opportunities don’t happen. You create them” – Chris Grosser
No one is immune to the storms that shake the world, like it or not, we are all involved in something big: The shift to an entirely new economy, a new age, a vastly different approach in the way organizations function.
Work is becoming global and virtual, business is being conducted in ways what were impossible a couple of years ago; things won’t be able to run the old way, even if we desperately want to.
The continuous rise of customers’ needs and requirements and the disruptive technologies that are appearing to fulfill them have already created an intense and permanent game change. Careers don’t work like they used to. And it’s no one’s fault! But we all be at fault if they don’t change in order to adapt.
It’s not about complaining or being bitter about it. So, let’s not waste precious energy and time resisting, being angry, or giving in to grief over all that’s being lost. We’ll be putting our future in danger if we stick to old assumptions and expectations about how careers and in general work should operate.
In fact (although very hard to recognize), the world could care less about if we agree or disagree with the New Way of Doing Things. We’ll be fine only if we catch on to what’s happening, if we dedicate some time to maximize and take advantage of the opportunities brought by change. We need and must take personal responsibility for the future.
Just remember everything begins with the customer! But it is also important:
· Improve employee experience
· Embrace modern management
· Automate everything
We’ll help you find what really matters! Check the available instruments that will help you to perform a situational diagnostic or to determine where you are as a leader. Dare to CROSS THE BRIDGE!
