Why is changing the culture of our organisations? (ourselves) so critical to helping our customers?
And I mean proper customers, those that keep us in our jobs. The idea that business is about making money is a myth, business is about delighting customers - making money is the result.
Here's the rub, if we can't look after ourselves - by taking ownership of our cultures as ourselves, and making new and better choices, then this will show to our customers and potential customers. We will talk about our organisation in a negative way with friends (we are really talking about ourselves), we will tell customers that their issues are "nothing to do with us," and most crucially, we will be focused on our own internal issues, rather than their external needs.
In IT, make sure your decision makers are customer facing, and that they can make decisions. Complement IT customer systems with human beings, and make sure your web-site is customer not company focused.
As a CEO said to me recently:
IT will arrive when, and only when, they realise they are here to help, and serve and wow our customers as much as anyone else.
So, what are you personally going to do?
1. Something?
or
2. Nothing?
PS How to kill a crocodile - simple, you put your hand in its mouth and rip its teeth out