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Would You Like To Know Why You Have The Customers You Have?
We have been talking about alignment for so many years now we are almost tired of saying it, however we can now show the end result of alignment, and prove how it works in action.
Our numbers show that an organisation will attract as customers those who are aligned with them, or in other words, you get customers who are similar to your own organisation.
What this means is that organisations can be fully masters of their own destiny. If you want excellent organisations as customers then you need to be excellent at delivering benefits yourself. As with all good scientists we tested this thesis on ourselves, along with a number of other much (much) larger than ourselves.
There are three tiers of delivery for benefits and outcomes.
Every organisation delivers the benefits they sell or provide to a greater or less extent and we use Halo to identify and then measure how consistently they deliver those benefits.
Top performers
If an organisation is a High deliverer of benefits they are consistently delievering everything they say they will deliver. These are the organisations we all love. They have motivated staff and everything just works. They are great to work for, and with, although if your organisation is a low deliverer of benefits it will almost certainly be an uncomfortable relationship, and not necessarily long lasting, because a high delivery organisation tends to be powerful, and they will set high standards for those they work with.
Mid table - not oblivion
If an organisation is in the middle two quartiles, we call these organisations a medium deliverer of benefits and outcomes. They will sometimes deliver, and sometimes not. It may be that they have some things which they do well and others which they never quite manage. Organisations in these quartiles, can work with both High deliverers and Low ones. They will be pushed if they work with those in the High tier, and it will be frustrating to work with Low performers.
Bottom quartile
The final quartile are those who are Low deliverers of benefits. Organisations with significant scores in this box are vulnerable. They will be attracting as customers organisations like themselves who are inconsistent deliverers.
Depending on the sector, they may see higher customer churn, more customer issues or complaints, almost certainly a great deal more stress. The reason the people and therefore their organisation will be suffering from stress is because the people working there will not feel like they are making a contribution, or feel appreciated. Couple this with a service provider, whose staff feel the same and you are in something of a vicious circle.
Use Halo to get the customers you want by being the organisation you want to be
Halo can show you where your organisation is right now, and give straight forward direction on how to move forward. Everyone wins, you, your team, your customers and your stakeholders. Click this link to see how Halo Measures are presented to our customers.
If you would like to find out more about how our extensive research and consultancy services could benefit your organisation please call us on 01276 477445 or email me. Click here and go to the people page.
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