This past week, on a flight from Delhi to Mumbai, I heard the two passengers behind me engaged in heated dialogue on how they despised the airlines they were flying and how the experience they had left them wishing they never had to take another flight in their entire lives!
We are all familiar, if not over exposed, to the term VUCA as a descriptor of today’s business environment. Organizations have long been looking for ways to survive and thrive in an environment that consistently causes unpredictable disruptions.
In the sales world, a channel is a system of bringing the goods and services from the manufacturer/seller to the buyer/consumer. Any form of management entails some degree of command, influence, and enforcement on either an individual or a team to extract business performance.
We have discovered in the last 2 years that “customer centricity” is finally and fast, becoming part of the CEO and leadership teams’ narrative. Cognitively leaders and company boards are acknowledging that the customer should be the front and center of everything they do.
Winning companies win because they have good leaders who nurture the development of other leaders at all levels of the organisation”- Noel Tichy (management consultant, author and educator)
Millennials need to be asked what matters, and not told what matters” – Jeff Martins, CEO, Tribal Brands Inc. Millennials could be typically recognized as the latest generational cohort to have stepped into adulthood and the workforce.
A performance management survey conducted by Brandon Hall found that 70% organisations viewed their performance management programs as average. This statistic raised some alarm signals since the report also found a strong connection between employee retention (linked to managers’ / organisation’s ability to inspire high performance) customer satisfaction and profitability.
As the first 2 months of 2018 have flown by, and companies have taken stock of where they want to focus their energies, unsurprisingly Customer Experience stands out at the top again.
Emotional Intelligence (EI) has been recognized by the World Economic Forum as one of 10 key skills in 2020. This is a significant development in wake of the fact that EI did not appear in the top 10 skills of 2015.
The Senior Leadership team in organization summons up the image of a group of 5 to 6 individuals who would possess clear vision, deep strategic acumen, inspirational quotient and significant decision making powers to enable organizational goal achievement.
Find out more about developing the skills for yourself, your team and your organisation