What are you measuring to assess how your customers perceive your business? We all are experiencing a significant transformation in our customers’ behavior today, and we want to understand how they view our respective businesses. The Net Promoter Score methodology developed by Fred Reichheld (author of “The Ultimate Question”) is an effective and powerful way to measure customer satisfaction. It is based around asking your customers a single question that predicts both repurchase and referral.
Co-founders, family-owned businesses, and professional service firms often have this arrangement. There can only be one real head of the company, no matter what title each person has. If you are in this situation, glance through this article for some excellent insight.
With our economy improving, your customers should be buying more of what you sell. What, they’re not? Then this is an indicator that you may need to update your strategy – and quickly. Two key warning signs of a weak strategy are flat or declining sales and poor gross margins. In other words, your customers are not your promoters and they are not willing to pay your prices.
Scott Adams, creator of the infamous cartoon character Dilbert, explores the difference between goals and systems in his new book “How to Fail at Almost Everything and Still Win Big: Kind of the Story of My Life.” Example: Losing 10 pounds is a goal – learning to eat right is a system. And Adams contends that systems ALWAYS trump goals. Here is a link to his blog, where Adams digs into the difference between a goal and a system (i.e. working out 3 to 4 times per week is a goal – not a system). This is exactly why your processes and systems, meeting rhythms, and dashboards help you achieve your goals.
Different cultures can have radically different leadership styles, and international organizations would do well to understand them. Business Insider recently published an update (posted by Gus Lubin) on British linguist Richard D. Lewis who charted these differences in his book “When Cultures Collide,” first published in 1996 and now in its third edition. From structured individualism in the U.S. to ringi-sho consensus in Japan, the charts provide us all great insight into the “how” of leadership across the globe. With permission from Lewis, Business Insider posted the 24 charts of leadership styles from his book, with a brief summary of his comments.
The 212 Degrees concept reminds us all of the power we have within us when we just “turn it up” 1 extra degree. There’s an old Chinese saying that I just love: “The temptation to quit will be greatest just before you are about to succeed.” Are you ready to turn up the heat!
Being a leader is perhaps the hardest challenge any of us will ever face. No matter how long we work at it, practicing the right behaviors is a never-ending task. Knowing – and avoiding – the wrong ones is too. Thus, Jack and Suzy Welch offer the following six common leadership pitfalls.
NO. A simple word, but hard to say and act upon. Yet it is a key to our focus and ultimately to our success. Steve Jobs advised his many followers “Say no to a thousand things.” What are you saying “no” to? Are you saying NO many, many more times than you are saying yes? Here is how.