Tom Peters: To WOW customers, FIRST WOW those who WOW the customers! #leadership

dilbert-customer-service

Image courtesy Scott Adams

Despite all the books on the subject of customer service and employee engagement it offends how hard gurus and mindless suits make the easy so darn hard.

The most important customer for a leader to be concerned with endlessly is the employee. The employee will invariably provide the customer regardless of your stick and carrot approach with the same respect you garner upon them. Like begets like.

“EMPLOYEES FIRST,
CUSTOMERS SECOND:
Turning Conventional
Management Upside Down
—by Vineet Nayar/CEO/HCL Technologies

The Customer Comes
Second: Put Your People
First and Watch ’Em
Kick Butt—by Hal Rosenbluth (former CEO,
Rosenbluth International) and Diane McFerrin Peters
From the New York Times/01.05.14, courtesy Adam Davidson, Planet Money/NPR:

“Contrary to
conventional
corporate thinking,
treating retail
workers much better
may make everyone
(including their
employers) much
richer.” * **
*Duh!
**Cited in particular, “The Good Jobs Strategy,” by M.I.T. professor Zeynep Ton

Excellent organizations: CATHEDRALS IN WHICH THE
FULL AND AWESOME POWER OF THE
IMAGINATION AND SPIRIT AND NATIVE
ENTREPRENEURIAL FLAIR OF DIVERSE
INDIVIDUALS IS UNLEASHED IN PASSIONATE
PURSUIT OF … EXCELLENCE.

“I start with the premise that the function of
leadership is to produce more leaders, not more
followers.”—Ralph Nader

Our Mission

TO DEVELOP AND MANAGE TALENT;
TO APPLY THAT TALENT,
THROUGHOUT THE WORLD,
FOR THE BENEFIT OF CLIENTS;
TO DO SO IN PARTNERSHIP;
TO DO SO WITH PROFIT.

WPP”

via http://tompeters.com 

Jim Woods

Jim Woods

Jim is president of InnoThink Group a human resources and leadership management consulting firm. He has an absolute passion for people development and are constantly refining and adapting his programs in order to ensure that they have the maximum impact on those we serve. – See more at: http://innothinkgroup.com/our-leadership.html

See a partial list of Jim’s clients. Hire Jim Woods to Speak  | Follow us: Facebook | Follow us: Twitter | Skype ID – jim.woods79 http://www.innothinkgroup.com

About

Jim Woods is president of The Jim Woods Group. A management consulting firm. Go here to see his work www.jimwoodsgroup.com. He advises and speaks to organizations large and small on how to increase top line growth in times of uncertainty and complexity. Some of his speaking and consulting clients include: U.S. Army, MITRE Corporation, Pitney Bowes, Whirlpool, and 3M. See more at his website www.jimwoodsgroup.com.

Tagged with: , ,
Posted in Leadership, Work Life Balance

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: