By Patrick Ropella
Of all the techniques for winning a lead over rivals, the first and last rule is “think customer.” But, it’s about more than just being customer-focused. The key is to get every member of your organization focused on what drives the customer and how your organization can positively impact the customer’s life. It’s about building an internal culture of continuously analyzing and consistently delivering.
Your Culture Is Your Brand
To dominate at the competitive edge, your employees must function within a carefully crafted corporate culture, one that creates an obsession for delivering value to the customer.
So how do you create your carefully crafted culture?
Build Innovation Into Your Culture
Innovation is vital in maintaining your competitive edge. To ensure that innovation is always a part of your company’s culture you need to:
Make IT your culture enabler. Harness the power of your IT function to learn more about your customers, encourage creative discussion, and share your “corporate knowledge.” For example:
CRM (customer relationship management) applications — Find ways to use these applications to uncover substantial sources of customer knowledge.
Intranets – Make your customer knowledge more accessible to more people with less effort.
Extranets – get your customers more involved with your organization on a regular basis to make them an integral part of your decision-making processes.
Patrick Ropella, author of The Right Hire, is president of the Ropella Group, an international search, leadership transformation, and consulting firm. For more information, visit www.ropella.com or call (850) 983-4777.