“Thank God It’s Monday” is to help companies thrive!
This week’s focus: business execution
It is easy to add up the pluses and minuses of the complete experience we personally have with a company to help us decide if we will be a repeat customer.
Why is it then, when we are inside a company, negative customer experiences emanating from touch points in different organizational silos seem to be less important to the company? Why do we tend to believe that (from the safety of our silos) that the customer will only remember the positives and forget about any negatives?
I know of a fire/rescue vehicle manufacturer where 90% of its deliveries were late by weeks or months to customer expectations. If a truck was being purchased for a new fire house, how did the fire chief feel if that truck was not available to support the fire house opening? Not good. Did all the other things that the company did right matter? No. That company now ships about 50% of the volume it once did. The fire chiefs did not forget.
Business execution is viewed holistically across the enterprise by customers. Looking at business execution holistically will help your company thrive.
[Note: Read my Fast Company blog post about this subject here.]
Thought for the week:
What do you think? I welcome your blog comments!
Dave Gardner, Gardner & Associates Consulting
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