Tuesday, May 20, 2008

Why should I Deal with You?

Staying with the theme of motivating the workforce and keeping your company in business ....

Why Should I Do Business with You? - Harvard Business Online's Bill Taylor
This consultant, whose firm has conducted thousands of “mystery shops” and interviews with front-line employees at retail banks, told the gathering that during their visits, his researchers always ask bank employees a simple question: “As a customer, why should I choose your bank over the competition?” And two-thirds of the time, he said, front-line employees have no answer to that question—they simply “make something up on the fly.”

How can any business expect to outperform the competition when its own employees can’t explain—simply and convincingly— what makes them different from the competition? This question isn’t just for bankers. Gary Hamel, the influential strategy guru at the London Business School, makes the case that most companies, in most industries, suffer from a kind of tunnel vision: They chase the same opportunities that everyone else chases; they miss the same opportunities that everyone else misses.

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