I was reminded of Simon Mainwaring’s compelling Let Go & Lead interview on the changing paradigm of companies interacting with stakeholders when I heard him speak on a panel this week on How Social Media Has Changed Our Relationships With Customers, Policymakers – And Everyone Else at the Arthur Page Society’s“Future Leaders” session in Washington, D.C. He impressed upon the audience of corporate leaders the core idea of what today’s consumers think, want and will do if companies really listen and embrace the signals customers are sending, which Simon sums up in three simple constructs:
- 1. The success of your business will be in direct proportion to the emotional impact you have on your customers.
- 2. The emotional impact on your customers will be in direct proportion to the social impact of your purpose.
- 3. The social impact of your purpose will be in direct proportion to the success of your business. Or as he says, “A little humanity goes a long way with your customers.”
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