I am working with a client at the moment, whose business is leading edge in that it is data driven. His view is that Agile businesses who ‘learn fast or ‘fail quickly’ have the edge in this market, but his concerns lay in his employees’ business skills and business practices are not keeping pace with the technological advancements around them.
The number one challenge for his business was not only to change and develop faster than his competitors but to create systemic change within his organisation.
In the last few years, his business has made step changes to engage with an ever-changing technological environment, moving from hierarchies to flatter structures, from command and control to employee engagement and leadership. Yet, still his people were not where he needed them to be. He decided to engage us as external coaches to coach his internal staff & leaders.
Our aim to work in partnership to embed a coaching culture, overlaid with KPI’s & data efficiency, to develop their business and staff for strong business growth – – ‘This is how we do it’.
Talk to us if you are interested in knowing more about embedding coaching programmes for cultural change.
Author Kate Mutter-Bowen
I have been working with a team, who are highly engaged, brimming with ideas, but are frustrated by the lack of opportunities given to them to develop their ideas and career. They pointed to their Leader as being the key reason for this.
It made me look back at my own career and consider the most effective Leaders that I have worked with and for. It was those that took time to consider which aspects of their role could be delegated and had thought through the projects that would develop me the most. Some of which, quite simply took me out of my comfort zone.
The key with these Leaders, was that they saw delegation as not simply passing the responsibility for a task or project to someone else with little or no guidance as to how they should set about achieving a successful conclusion. They set about delegating to me with clear thought process, structured guidelines, and regularly checked in with me to see how I was doing.
They were fearless in their delegation, never abdicating responsibility, but recognising that good performance in the task reflected well on both of us.
Speak to us today if you are interested in a fresh approach to engaging & developing your people proposition.
Author Kate Mutter-Bowen
Old World or is it …
In what other industry would you regularly find examples where the contact between a client & their supplier (in this case a broker or an insurer) might be as infrequent as every 12 months – None I’d venture to suggest!! but incredibly even in today’s world that is the reality of some customer relationships particularly those loyal & highly profitable customers who never have the unfortunate experience of having a claim.
But times are certainly changing ….
New World …
We are fortunate enough to work with some great fast growth, customer focused businesses & what often sets them apart from the competition is their total focus on the customer & in particular the customer journey. Those that get it really right:
- Grasp ever opportunity they can to interact with their clients or their prospective clients
- Understand & engage with their customers at each stage of their customer journey
- Are obsessive about gathering data & insight about their customers at each stage of the customer journey
- Continually look for ways to enhance their customer experience
It won’t come as any surprise to most of you that these businesses tend to be the one’s that:
- Are growing faster
- Are more profitable
- Pull customers & people (talent) to them
- Invest in multi channels marketing
- Are really successful at increasing customer spend through relevant & targeted cross & up sale
- Are top scorers when it comes to customer & staff advocac
As a customer myself “new world” certainly hits the mark for me …
Speak to us today if your interested in a fresh approach to developing your & enhancing your Customer Journey.
Author Derek Findlayson