I’ll keep it simple…
1. Take ownership of your brand 2. Listen to your customers
The thing that’s so surprising is how these two are skipped over and how clueless some people seem to be about them.
You’d be shocked to the core to see a waitress stealing someone else’s tips or the head of a non-profit skimming off the top of the giving fund.
But how often do we see workers getting away with a “that’s not my job” attitude or a pass the buck mentality. These too are hugely destructive and become irresistible in places that lack a strong team culture.
Less obvious but more critical are the times the customer’s voice is doused or completely ignored.
No number of media buys can make up for one apathetic and uncaring frontline cashier.
This year, your success hinges on taking responsibility for what you say you’re about. Not only taking ownership of everything done in the name of the brand good or bad…but moving heaven and earth to make sure your customer is totally and completely satisfied.
Have a great New Year.