In a strange juxtaposition of articles, this month’s UK ‘Management Today‘ has three pieces, relating to the importance of listening to customers.
Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear. She uses the example of how Coca Cola was swift to ‘hear’ it’s customers when they revolted against New Coke back in 1985 (good job too, it was yuk!). She also rails against the viability of change programs where over 70% fail to meet the original objectives. A dismal return, pretty consistently due to failing to hear the needs of staff as well as customers in the business.
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