 OUR TAKE -
Corporate Limberness
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We succeed only as we identify in life, or in war, or in anything else, a single overriding objective, and make all other considerations bend to that one objective.
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Dwight D. Eisenhower
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And now for a few more thoughts on a tweeting mom biker who used the power of social media to change corporate policy at a chain of restaurants.
She wrote about her poor customer service experience in frustration rather than with a goal of changing corporate policy. It seems she was simply "blowing off a little steam" rather than making a case why she should actively participate in the restaurant chain's business policies. How easy it would have been for the restaurant to simply offer a free meal and be done with the whole matter?
Another item of note is the restaurant's ability to respond - what I call corporate limberness. They first had to have the institutional awareness to know that someone in world of social networks was negatively vocal. Next, they had to have the institutional willingness to respond. Next, they had to have the corporate flexibility to recognize that old ways of doing business might need updating.
And lastly, this organization demonstrated leadership to get ahead of the situation rather than react to it. Can anyone calculate the value of getting in front of this customer experience "opportunity" rather than ignoring it or later managing damage control? That's corporate limberness. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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