Marcia's Leadership Q&As

Q. Who are the best people to listen to in order to get the most accurate picture of how my company is doing?

A. Just as you have multiple people to communicate to, you have multiple groups to listen to. They are all part of your system. There is not an either-or answer, and there is not an answer where you rank the people you as a leadership (team) need to listen to. As a leadership team, you are the visionaries for your organization, so you need to listen to each other and your consultant/strategist who will ask you strategic questions (not provide you with answers.)  

You need a system where you can gather the voice of the customers. It’s common to use surveys and focus groups; these are easy methods, but not necessarily relevant. Observing the customer use your product or service is much more effective. Your employees also have a voice and contribute their ideas to improving the organization. How do you listen to them: townhalls, informal conversations, e-mail connections, Zoom chats? Your vendors and industry and future trends are full of perspectives. How do you engage with them? Do you have a plan to attend meetings and conferences to stay up-to date on innovation? 

Your competitors are also part of your system; do you create a bigger pie for all to succeed, or do you only continually compete? Leaders think strategically: what can we learn to pursue new opportunities and serve our customers? The more creative you are and experiment, the greater success you may experience. (That doesn’t mean chase fifty ideas at a time; focus, prioritize, plan and proceed, or you can spread your resources too thin and fail.)

Q. How do I build stronger connections between my company and the customers we serve?

A. Trust and authenticity evolve based on the communication (in words and actions) and relationships you have. Having conversations regularly with a diverse group of customers can keep you relevant. Many of the greatest leaders spend a minimum of 50% of their time and often 70 to 80% of their time in customer focused meetings and conversations. Understanding and listening to customers helps you create future products and services for current customers and new markets. Unfortunately, too many leaders spend less than 20% of their time really understanding or connected to their customers. If you can host periodic gatherings and learning sessions with your customers, that is powerful.