It Must Thrive Inside To Be Experienced Outside
Most leaders preach to their home office team that they also have Customers. Their Customers are the operations, the field, and the employees that count on them every day to deliver what they need to service their Customers. However, every organization The DiJulius Group has worked with says the same thing, “Our home office is not World-Class.”
It is a serious understatement that every employee and department must understand the critical part they play in creating a World-Class Customer Experience. I am not talking about employee engagement, World-Class Internal Culture, or how likely our employees are to refer a family or friend. All of those have more to do with how good the organization is to work for. While important, it is a totally different topic. I am talking about the Experience home office delivers on a daily basis to all the employees who call in for support including: IT, Marketing, Human Resources, Accounting, Maintenance, etc.
Measure The Experience Your Home Office Provides
“Improving the self-esteem of the world.” That is the lofty goal of Self Esteem Brands (SEB), the parent company of Anytime Fitness. Anytime Fitness, the world’s largest and fastest-growing co-ed fitness club chain, has been repeatedly named “Best Place to Work.” Why? One key reason is they are not solely focused on the Member (Customer) Experience. They are equally obsessed with how their Headquarters delivers a similar Experience to their team members in their over 3,800 locations.
What Gets Measured Get Managed
One way that Anytime Fitness focuses on providing a World-Class Home Office Experience is by measuring how satisfied their franchisees are with headquarters, just like they do when a member visits one of their clubs. After a franchisee has an interaction with someone at their home office, they may get an email asking them to rate the experience the home office team member just provided them.
This type of accountability is crucial in changing the culture and revolutionizing the mindset of traditional home offices, which too often act like the people from the field/operations are an interruption versus the reason they have their jobs. “Ongoing Stakeholder feedback (consumers, franchisees & employees) is critical for growth & turns shareholders into ‘careholders’,” says Chuck Runyon, CEO of Self Esteem Brands.
In his groundbreaking book, Outthink the Competition, Kaihan Krippendorff shares how there is a new generation of strategists that see options that others ignore. “Outthinkers” are entrepreneurs and corporate leaders with a new playbook. They see opportunities others ignore, challenge dogma others accept as truth, rally resources others cannot influence, and unleash new strategies that disrupt their markets. Outthink the Competition proves that business competition is undergoing a fundamental paradigm shift and that during such revolutions, outthinkers beat traditionalists. Core concepts in the book include:
- Discover the Eight Dimensions of Disruption
- Learn to play by the Outthinker Playbook
- Develop the Five Habits of the Outthinker
- Implement the Outthinker Process
It’s time to buck tradition in order to stay ahead. Outthink the competition and uncover opportunities hiding in plain sight.
Kaihan Krippendorff Keynoting Secret Service Summit
Kaihan Krippendorff is the founder of Outthinker, a growth strategy consulting firm, and author of four business strategy books. Nobel Peace Prize winner Mohammad Yunus has said, “Kaihan shows that with a compelling idea anyone can change the world.” That message has made Kaihan one of the most sought-after public speakers on the topics of business, strategy, and innovation. The DiJulius Group is excited to announce that Kaihan Krippendorff will be keynoting at the 2017 Secret Service Summit October 26th & 27th in Cleveland, Ohio.
*Related – Mel Robbins speaking at the Secret Service Summit