Marcia's Leadership Q and As: Accelerate Your Success by Responding

Q. Speed is key as our customers want more, faster. How do we achieve it?

A. Understanding what customers want is crucial. What they need is where your creativity, vision, and leadership is required. Customers ask for what they currently want, but they don’t innovate your business that’s your job.

First, customers want high quality, from your product or service. When they don’t receive it, they will look for options and at your competitors. Successful organizations are in constant communication with their customers. Executives on the leadership team really listen to, understand, and visit their customers.

It’s not uncommon for very successful company leaders to spend more than 50% to 80% of their time with customers. Then they bring back that feedback and effectively communicate what they learned to their teams. They want to ensure that the quality and speed of service that the customers need and expect is achieved. How are you doing?

Inefficient and slow to respond companies will decline and fail in time. They assume that by having a VP of Customer Service and a call center, that will solve any problems.

Often there is a disconnect between a “customer service” department, what customers need and want, and leadership decision-making. If you contact Customer Service or Tech support, and they tell you they’ll get back to you in 48 hours, how long will that company survive? And the leaders will be unaware.