I was reminded by the CEO of Start Human recently that creating remarkable customer experiences is paramount to business success. I was delighted that her company is focused offers training and services which allow organizations to put the customer first.
Matching your actions and words. An important business value often overlooked when focusing on short term results. Laudable goal, but hard to realize unless you invest in people.
From acquisition, learning and development to experience. Our talent teams need to embody these concepts through their actions and words. If we as leaders don’t have the courage to request fast feedback and demonstrate active listening, we may find ourselves in a conundrum. Simply because the world now has multiple channels of interaction and networks that extend beyond what we ever imagined. Today we must invest in our front line staff.
Sanofi could benefit to embody these concepts. Their handling of the voluntary Avi-Q recall is being poorly communicated and managed.