Leaders' Jolt for October, 2015
Over a three year period Seafirst Bank, a small bank system in the Seattle area, zoomed from red ink to a $425 million profit and a 500% increase in customer retention. How? By deciding not to think of itself as a bank! Instead it gathered and analyzed data, underwent a brutal self-evaluation and conducted numerous customer focus groups before morphing into a local retail store or convenience outlet - simple, unintimidating, friendly, and flexible enough to meet each neighborhood's needs.
How Does This Apply?
I share this story not for its financial merits. But rather to prompt examination of what can happen when we focus on the customer we serve and are person-centered in our dealings. We not only succeed in delivering great outcomes for clients - but we make money too.
So think deeply about what we do in our various endeavors. And then ask the question, "How can I (we, our agency, our program) become our very best version?" Think differently, optimistically and with a can-do attitude on the matter. For example,
"I am not _______. Instead I am _______." Or,
"What I do is not ______, and instead, What I do is, _______."
"Our business is no longer about ____________. Who we are is a business that ____________."
Really think about that. Exert some brain power until it hurts a little. Talk about that in your staff meeting this next week. Ask the question, "How do we re-invent ourselves?"
Sobem Nwoko, Presiden Joyfields Institute
Publisher
Leaders' Jolt for October, 2015
Over a three year period Seafirst Bank, a small bank system in the Seattle area, zoomed from red ink to a $425 million profit and a 500% increase in customer retention. How? By deciding not to think of itself as a bank! Instead it gathered and analyzed data, underwent a brutal self-evaluation and conducted numerous customer focus groups before morphing into a local retail store or convenience outlet - simple, unintimidating, friendly, and flexible enough to meet each neighborhood's needs.
How Does This Apply?
I share this story not for its financial merits. But rather to prompt examination of what can happen when we focus on the customer we serve and are person-centered in our dealings. We not only succeed in delivering great outcomes for clients - but we make money too.
So think deeply about what we do in our various endeavors. And then ask the question, "How can I (we, our agency, our program) become our very best version?" Think differently, optimistically and with a can-do attitude on the matter. For example,
"I am not _______. Instead I am _______." Or,
"What I do is not ______, and instead, What I do is, _______."
"Our business is no longer about ____________. Who we are is a business that ____________."
Really think about that. Exert some brain power until it hurts a little. Talk about that in your staff meeting this next week. Ask the question, "How do we re-invent ourselves?"
Sobem Nwoko, Presiden Joyfields Institute
Publisher
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