Leadership Today - Practical Tips For Leaders
Business:Management
Summary
In this episode we explore how to create customer value in our roles and why it matters.
Transcript
Welcome to episode 134 of the Leadership Today podcast where each week we bring research to life in your leadership. This week we explore how to create customer value in our roles and why it matters.
Creating customer value is central for any successful organisation. If we aren’t creating value for our customers, we are bound to fail. Customer value is also at the core of improvement methodologies such as Lean. At its heart, Lean is a set of improvement methodologies that puts customers and our people at the centre. It is focused on delivering value to customers in the most efficient and effective way possible, using fewer resources and producing less waste. Lean pursues perfection - until we have reached perfection, we can always do better. It also recognises that engaged and motivated people are essential for delivering great outcomes. By relentlessly removing waste and increasing value, we can deliver even better results for our customers. Furthermore, we can achieve this in a way that looks after our people.
Sometimes people struggle to identify their customer or customers. A simple way to do this is to ask - Who uses what we produce? While those people may not be called ‘customers’ within or by your organisation, they are your customers from a value-creation perspective.
In order to create and increase value for our customers, we need to understand what they value. Rather than guessing at their needs, it’s often simplest to have a discussion with them.
We could include open questions like:
Importantly the conversation needs to focus on them, not just on our product or service. Such open conversations can often highlight new opportunities to add value.
So this week, spend some time getting to know your customers and their needs better, then focus on ways to increase the value you offer them.
Episode 70 - Ten Tips for Leading Others Through the Coronavirus Pandemic
Episode 69 - Five Key Leadership Challenges for 2020 and Beyond
Episode 68 - How Jargon Damages Our Ability to Lead
Episode 67 - Self-Control - Four Techniques that beat Will Power
Episode 66 - A Leader’s Role in Removing Frustrations
Episode 65 - The Four Core Skills of Leading in a Crisis
Episode 64 - Two Keys to Making and Breaking Habits
Replay - Psychological Safety
Replay - Self-Fulfilling Prophecy
Replay - Avoiding the Blame Game
Replay - Don't Ask for a Mentor
Replay - Operating in Uncertainty
Replay - Why Following Your Passion Isn't Enough
Replay - Lighten Up! How Humour Fuels Innovation
Episode 63 - The Power of Gratitude at Work
Episode 62 - Can't We All Just Get Along?
Episode 61 - "People Fifth" - When Good Values Go Bad
Episode 60 - Great Teams Manage Task, Process and Relationships
Episode 59 - Approach or Avoidance - It Comes Down to Your Personality
Episode 58 - Curiosity: Bad for Cats, Good for Business
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