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 46 - Saying 'No' Without Being a Jerk
Episode 45 - Overcoming a Fear of Delegation
Episode 44 - 10 Leadership Lessons From Year One of the Leadership Today Podcast
Episode 43 - How Thinking in the Third Person Makes You a Wiser Leader
Episode 42 - The Power of "I Don't Know"
Episode 41 - Is Putting Employees First Actually Better For Customers?
Episode 40 - Are Workaholics Bad for Business?
Episode 39 - Four Ways Leaders Build Trust
Episode 38 - Do People Really Shoot the Messenger?
Episode 37 - Why Everyone is a Born Leader
Episode 36 - Four Steps to Building a Legacy of Leaders
Episode 35 - Managing Your Time in an Infinite Job
Episode 34 - Moving from Stressed to Strong
Best of the Podcast Replay - Prisoners and Performance Ratings
Best of the Podcast Replay - Do Teams Still Form, Storm, Norm and Perform?
Episode 33 - The Problem with Solving Problems
Episode 32 - When Working Smarter Isn't The Smartest Way To Work
Episode 31 - Limiting Thoughts - Taming Your Own Worst Critic
Episode 30 - Making Negative Feedback a Little Less Negative
Episode 29 - Chronotypes and the Perils of Working 9 to 5
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