Connecting with customers requires closer internal relations in a company

[Alan Stewart]

Hello All

Here is an item you may also find fascinating. *  It's about 
'reorganising your business around your customers'. Something which the 
interviewee claims most businesses don't have any real notion of how to do.


And that doing this more effectively is vital to the future of the 
company. It's not an option. 

The point is made that in order to have an effective and respectful 
relationship with customers there has to be a different way of 
interacting between people within the company, particularly across 'silos.'

I remember well Chris Schoch - an American in Paris -- reporting at the 
1998 OSonOS in Monterey in California on a thousand person Open Space 
that he had helped set up for a large electronics company. This was to 
enable the company to project what the next few years may hold for them.

Included in the invitees were their major customers.

Chris told me later that the project had come to naught as once the 
champion behind the OS enterprise retired the silos were quickly 
re-erected by middle and lower level managers. Is this right Chris? If 
you are still 'about.'

We have a process which is tailor made to assist people to experience 
what different ways of connecting across sectors feels like.  And to 
pose the question, 'Is there any way apart from OST which could enable 
us to achieve the cultural transformation critical to achieve this?'

Are there stories of this happening?

* It's a BBC World Service program, available as a podcast.


      Latest episode on BBC iPlayer

/Global/ /Business/
Customer Service 
<http://search.bbc.co.uk/click/p/1/ds/pkg_tvradio/t/Global%2520Business/id/17231391329110127105401723991149000/sp/ba63f2f6204199b5a8d53fd0d08ea011/-/http%253a%252f%252fwww%252ebbc%252eco%252euk%252fiplayer%252fepisode%252fp006xzwy%252fGlobal%255fBusiness%255fCustomer%255fService%252f> 


This week Peter Day finds out how /businesses/ can grow by looking to 
their customers more.

BBC World Service, broadcast on 6 Apr 2010

What you may wish to do is listen to the first and last 5 minutes to 
check if this could be worth taking further.

http://search.bbc.co.uk/search?go=homepage&scope=all&q=global+business&Search=Search 
<http://search.bbc.co.uk/search?go=homepage&scope=all&q=global+business&Search=Search>

Go well

Alan
Hong Kong

 


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