I love this thought. There’s a touch of cognitive dissonance in it. Why would you even think of success in terms of its reversibility?
Well, here’s why:
How many companies thought they were untouchable two years ago?
How many thought they had sales figures to beat all sales figures?
How many were convinced they were so successful that they didn’t have to think about delivering great customer service, or focusing on the customer experience?
How many thought that just last year?
For many companies – that was then – and they’re now realising the complacency is the cardinal sin in business.
You may be making obscene profits or be gaining market share like its a land-grab today – but there’s no guarantee that will last. So what do you need to do to make sure your customers will keep on coming back in good times and bad? And what do you need to do to make your company the place where everyone wants to work? – Because that’s the only way you’ll not only get the best people, but also keep the best people. And its always the people that make the difference.
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Photo credit: John Spooner
Article by Vandy Massey
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