Is strong leadership the solution to customer woes?
Posted by Neil Davey in Customer experience on Fri, 30/10/2009 - 09:53
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- Leadership will be more important than ever in 2010
- Good leaders empower their staff to better serve the customer
- There are different models of leadership
- There is no widely accepted method of measuring leadership
Leadership is on the agenda as organisations look to avoid the mistakes of the past and empower their staff to better serve customers during the recession. Leadership experts including Ken Blanchard and Tom Peters share their thoughts.
The customer relationship is also at stake as the recession throws the business world into a state of flux. Tom Peters has written in the past of how organisations frequently revert to the command-and-control model of leadership during “crazy and chaotic times”, a model that not only serves to dent the potential of staff, but also the experience of the customer they serve. In the words of Blanchard: "If you don't treat your people right, they will not take care of your customers."
”If you want to create legendary service that consistently delivers so that people want to come back to you, then you have to have ideal service, which is a belief; you have to create a culture of service which is setting the vision, values and the goals; and then you have to be attentive and use your information system to find out about your customers and what their needs are; and then you have to be responsive to those needs and create a culture where you can empower people to bring their brains to work.”
Fortunately, there are indications that organisations in this recession are becoming aware of these shortcomings and may sidestep the errors of the past.
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