The smallest companies sometimes thrive. Not because they are the cheapest but because they are still learning. What about those in the C-Suite, are they still learning?
C-Suite learning may make the difference for customer satisfaction, growth, or stagnation.
Why pick on the leaders?
Leaders are responsible. Responsible for leading the culture of the organization. The smallest companies make it because the CEO is close enough to the customer to make the difference.
As organizations grow the leadership style starts to shift. The culture drives attention to the numbers and numbers are measured against numbers.
The castle is built and there is either a moat or a wall surrounding it. Sometimes both.
Metrics and measurement separate the connection between the product and the customer. The responsibility shifts to the front line.
The front line is stranded and stalled. They wait for the next meeting, the next decision, or the pivot that scraps it all.
Meanwhile the customer chooses a different path.
The company screams, “There is no customer loyalty!”
C-Suite learning can make the difference. Yes, it is about the conference, the professional development, and the concept that leaders are readers. Don’t forget that it is also about connection.
When the C-Suite continues the connection with the customer the culture built will be inviting the customer to join. Remember, this is exactly why the small business succeeds. Front-line (and CEO) learning, passion, and connection.
Too often as the organization grows, it slows. It grows just big enough so that the chaos and disconnect fight back. The business finds itself positioned somewhere between stuck and stalled.
C-Suite learning often stops. The walls and moats shelter decision makers from the front line. Risk is measured differently. Insight becomes more about the numbers gap and less about customer satisfaction.
In the early days, customer satisfaction came first. It mattered more. Decisions were made by the influence of direct engagement. Learning made things grow.
Now a lack of learning makes things stop.
Learning how to make the numbers matters, but management by the numbers alone puts you inside the castle.
Make a difference for your culture. Continue building an exceptional culture of service. It is why I wrote this important resource:
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.
Originally posted on October 5, 2018, last updated on December 23, 2018.