Once upon a time, companies could treat customers almost anyway they wanted to. Information traveled at a snail’s speed. By the time enough people complained, the company had plenty of time to change it, apologize, and make sure they didn’t get too much bad press.
Now fast forward to today.
Word travels faster than a cheetah on steroids.
It’s harder to think things through in today’s world. We don’t have the time that we used to to let problems sink in and make good choices. We act like the old school banking system and panic. Companies crumble.
That’s why companies with strong core values always do well. They know what they believe and won’t let a crisis knock them off center.
There were a lot of financial institutions that didn’t give out bad loans. They stayed true to what they believed.
That’s why having your core values out for the whole company is so important. And not just talking about them, but living them every single day.
It’s up to each company to have its ear connected to the customer’s voice. That’s why customer engagement is so important. You can gather how your customers are feeling and solve problems before they take to social media and tell all their friends.
I suggest to most of my clients that they get down their core values on a large piece of paper or whiteboard. Then discuss it with their team. It’s important that every company has core values that they live by. Truly live by.
So many mistakes could’ve been avoided if the company had a clear direction on how they should handle a tough situation.
The only way you’re going to see if your company is living its core values at every level is if you are listening to your customers and employees.
You’ll be able to see if there are any little cracks in the dam by the feedback that you get.
I believe the company should be as transparent as possible with the feedback that they receive. If people see how much your company cares then you’ll be open to learning from your customers and your employees then they’re more likely to trust you. And it’s this trust that usually stems from your core values. The same goes for personal relationships. The people that you have great relationships with have similar core values.