Watching this video makes you think. It shows how US Air lost a customer.
Now, ed what can we do to retain and even make former customers return?
I claim all organizations now have a few, thumb maybe 5 years to think – about
1. who their customer is
2. why that customer goes for your solution
3. follow and listen to those (and other, cure possible) customers
4. adapt internally to the needs, challenges and demands your customer may have
(The hardest is often no. 4, although it ought to be the easiest one, as we all in our organization have control over it. Life proves different – very hard to give up power and richness)
Lean offers excellent ways to examine and learn at work. Day out, day in. Keep the mood up, bring the team together. Lean leadership asks for coaching skills and basic understanding of our brain functions. They are all in the LUCK concept, as is social media for the improved and enhanced communication.
Do you agree? What changes should you be considering this very day?