Success in business doesn’t happen in a vacuum. Everything must come together and work in a connected way to make the business successful. And in our first several parts of this series on the keys to business success, we demonstrated how Its People Who Drive Business Success — because it falls to the people within the organization to actually execute on the strategies, plans, and processes to make a business successful – how Communications Can Fuel Business Success because communicating well with our team translates into engagement, and engagement translates into improved productivity – and how Treating the Customer Right is Imperative for Business Success.
This discussion focuses on processes within the business that enable the people working in the organization to effectively execute on treating the customer right. The ability to deliver, in a repeatable fashion, on a good product or service is essential to customers feeling like the offerings a company provides are high-quality in nature.
It is important to note that most people, and thus most organizations, are averse to change. This is particularly true when it comes to operations and support environments. However, it is vital that change occur so that things can be continually improved. From the customer perspective, if the business doesn’t care enough to change, then it doesn’t care enough. Some of the leading minds in history recognized the importance of ongoing change. Winston Churchill said that “to improve is to change; to be perfect is to change often.” Nearly 200 years earlier, Benjamin Franklin said “When you’re finished changing, you’re finished.”