As leaders of companies and organizations, we have a lot of control over our destiny. Each of the decisions we make – whether it’s related to hiring, training opportunities, product development, or member/customer service – can bring us closer to success. Of course, some of our decisions won’t be the right one, but the best we can do is put a strategy in place to keep us on the right path.
Leadership coach Brad Chase has an interesting twist on a well-known equation – Einstein’s E=mc2 – to help leaders develop strong strategy. Chase’s equation: Strategy=E×mc2 in which “E” represents execution, “m” is market potential, and “c” is customer – or member – value.
- Customer/Member Value: It’s important to first understand your target audience and how your organization can meet their needs. The value your members/customers get out of your products and services is what’s most important (which is why Chase squares it in the equation). That’s why providing “extreme member service” is part of my organization’s mission statement. I previously spoke on this approach and my colleagues’ dedication to our members on the CUInsight Experience Podcast.
continue reading »