How can you continually improve your employees’ morale and performance?
How can you stay ahead of your customers’ ever-changing needs?
How will you survive financially amidst rising costs?
A version of these questions was on the back cover of The Unstoppable Organization and drew my eye and pulled me in. The book’s author, Shawn Casemore, is an authority in employee and customer empowerment. His consulting practice is focused on helping leaders build organizations stronger through their people.
After reading the book, I talked with Shawn about his work and the book.
What are the characteristics of the “unstoppable organization”?
An Unstoppable Organization is one in which the CEO and leaders from across the organization perceive themselves as facilitators of their employees needs, suggestions and ideas. Their priority is to remove the barriers and obstacles that stand in the way of their employees getting their job done. In turn the leaders of Unstoppable Organizations recognize that by creating an environment in which their employees can thrive results in an environment in which customers are satisfied.
“An unstoppable organization is one that puts its people first, placing them at the forefront of creating a brand promise.” -Shawn Casemore
Customerize Your Future
What is “customerizing” and why must companies do it?
An unstoppable organization is one that puts its people first, placing them at the forefront of creating a brand promise that will satisfy the evolution of customer demands. When people aren’t placed first, the brand promise ultimately will fail. Domino’s was only able to meet it’s brand promise of “30 minutes or it’s free” by having it’s entire team in each store be dedicated to creating a consistent product that was delivered on-time every-time. Your customers want customization, and it’s through your employees that you can actually define and meet this growing need. With the right product knowledge and a clear understanding of the customer, employees are well equipped to provide the ideas and support necessary to satisfy your brand promise.
“Businesses often forget about the culture and ultimately they suffer for it, because they cannot deliver good service from unhappy employees.” -Tony Hsieh
How do leaders best build an organizational culture that adds value to customers?