Wednesday, June 24, 2009

What Does Your Customer Value?

This is a very complicated question! What satisfies your customer’s needs, wants, and aspirations? It is actually so complicated that it can only be answered by the customers themselves. Leaders should not even try to guess at the answers but should always go to the customers in a systematic quest for those answers.

The danger for ChurchWorld is that people are so convinced they are doing the right things and so committed to their cause that they come to see the institution as an end unto itself. I believe that’s what you call a bureaucracy.

Don’t forget that you have two customers to ask this question. Your knowledge of what primary customers value is of utmost importance. Yet the reality is, unless you understand equally what supporting customers value, you will not be able to put all the necessary pieces in place for the organization to perform.

What do your customers value?

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