As another corporation is trying to recover from self-inflicted reputation wounds, it is seeking to get back in the good graces of consumers. It’s laying out a 6-point plan to improve its performance, but – in the end – publicizing this plan is also about rehabilitating its reputation. Here’s their 6-point plan:
- Changing the organizational structure
- Eliminating incentives that negatively affect customers
- Improving the customer experience
- Innovating for customers
- Retaining team members
- Giving back to the communities.
I’m not going to get into the specifics of what these terms mean to them, because what’s important is what these terms mean to you and your organization. To improve your business, ask yourself these six related questions:
- How could you or your organization change how it’s organized or structured to facilitate internal communications and decision-making, and to better serve customers?
- What current incentives don’t drive behaviors that benefit customers, and what new incentives would motivate staff to actions that create customer delight?
- How can you improve the experience of your customers?
- What are creative ways to come up with fresh ideas from staff to better communicate with customers as well as retain and grow business with customers?
- How can you get more joy out of your daily work?
- How can you bring more joy to co-workers and those you serve?
Want to uncover ideas to improve yourself, your company, and your customer’s experience.
Try this recipe for reputation rehab.