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 202 - How To Gain Input From Others
Episode 201 - How To Set Better Goals
Episode 200 - How To Overcome Procrastination
Episode 199 - How To Deal With Underperformance
Episode 198 - How To Ask For A Pay Rise
Episode 197 - How To Take a Holiday
Erica Keswin - Retention Revolution
Episode 196 - How To Build Trust
Episode 195 - How To Take a Broader Perspective
Episode 194 - How To Memorise A Presentation
Episode 193 - How to Deal With Cynicism
Bonus Episode - Ralph Kilmann - Conflict Management
How To Make Better Decisions
Episode 191 - How To Be More Assertive at Work
Episode 190 - How To Prepare for a Job Interview
Episode 189 - How To Deal With Pre-Presentation Nerves
Episode 188 - How To Work More Effectively With Your Manager
Episode 187 - How To Accept Feedback With Grace
Episode 186 - Why Identity Beats Personal Brand
Episode 185 - Compulsory Fun
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