“Sense and Respond” Culture
Building a Culture of Creative Response to Customer Need
Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need.
The Interview with Jeff Gothelf:
Do work that has an impact on your customers. Don’t measure your work based on completion; measure it based on growth and the positive impact you can have on those around you—especially your customers.
Leaders need to start managing product teams differently, putting the focus on the customer rather than on products and deadlines. If you build a customer-centric product, it will help you attract the best people and have the biggest impact on customers. This is the way to succeed in today’s world.
Organization leaders must empower all employees—but especially those closest to the customer and in customer-facing roles—to make decisions that best impact the customer. The employees in customer-facing roles are going to
