ChangeThis: Issue 83
June 08, 2011
Why a Corrupted Service Covenant Has Made Customers Wired and Dangerous by Chip R. Bell & John R. Patterson “Today’s customers are already picky (all about value), fickle (reluctant to show loyalty), vocal (quick to comment on poor or indifferent service) and vain (only interested in tailor-made offerings).
"Today's customers are already picky (all about value), fickle (reluctant to show loyalty), vocal (quick to comment on poor or indifferent service) and vain (only interested in tailor-made offerings). Armed with a computer and a network, the new normal customer becomes wired and dangerous if frustrated."
"What does it really take to win, keep, and flourish in the best jobs? Let's begin by shattering a sacred assumption. If you want a good job, it's all about qualifications. Put another way, the best way to increase your chances of getting a great job is by upgrading your skills. Right? Wrong!"
"Trust is now an essential part of business success. [...] Companies have not responded to these changes. Their reputational risk has increased dramatically, but their capabilities have stayed the same. The result is one crisis chasing another and the long-term erosion of public trust in private enterprise."
"You HAVE permission to Engage! Notice, the emphasis is on the word 'have.' That's because you already possess your own permission to engage. I'm not giving it to you. In fact, I can't. You've always had it; you just have to release it. It's up to YOU to make the decision to engage. Once you have given yourself permission, you are Cleared Hot to create realities from possibilities beyond your expectations."
"We're in the midst of a revolution bigger than the TV or PC and businesses of all types and sizes will be faced with how to deal with it. Not only are many businesses not ready, others are totally unaware.
The new market is mobile and it's about to change everything. Mobile is a game changer."
"Our world is in trouble. We need leaders who lead for the benefit of others.
I believe we need to systematically transform the leadership culture from a dominating system to a liberating system. I believe it starts one leader at a time. Each leader must play a part in this transformation by thinking differently about the way they lead if we are to ever see true 'Change in the World.'"