Question

How can these strategies be used to improve customer satisfaction?

These strategies can be used to improve customer satisfaction by ensuring that the company is led by individuals who are doers and can energize others. This creates a positive work environment which can lead to better customer service. Quick decision making can also lead to faster resolution of customer issues. Delegation and follow through ensure that tasks are completed efficiently and effectively, leading to improved customer satisfaction. Lastly, understanding the reality of markets, customers, and resources, and tying performance to incentives can ensure that the company is meeting customer needs and expectations.

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In , authors Ram Charan and former Honeywell CEO Larry Bossidy share leadership strategies about how to hire doers that energize others, make decisions quickly, get things done through delegation and follow through. Business leaders who understand the reality of markets, customers and resources must own the strategy process and use the operations process to design new programs and tie performance to incentives. These three core processes are the foundation of competitive advantage.

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