Accelerating Change in Organisations | Unlocking Potential in People | Coach | Consultant | Collaborator
What is your business? Thought provoking talk yesterday by Hamish Taylor at CoreLogic Insurance Solutions event. Reminded me that we can get all too carried away with the technicalities of what we do and forget about focusing on really understanding what our customers want when they use our service. In the 90’s British Airways made a whole ad’ campaign about how they had the widest seats in Club Class. Big deal. Their transatlantic service was transformed when they focused on helping passengers ‘arrive ready for business’. So nailing your brand message is important but it’s all lost if the very people who deliver it aren’t on board or really living it. Hamish’s advice? Listen to the people who are closest to serving the customer and get behind them 👏👏. They know what makes the difference and how to deliver it. #employeevalueproposition #systemsthinking #businesstransformation #leadership
Alex Sellers
3mo
Spot on James Russell - need to engage with the people closest to the action and listen to them - they know what is going on!
Enabling you to consistently perform and feel better than you thought possible. Because we all have choices.
3moWidest seats = feature Arrive ready for business = benefit/value Simples James Russell