Managing from the top down has gone the way of the land line. It used to be the CEO or President set the direction and everyone just hopped on board.
Now, power has a more grassroots affiliation. The bottom enhances the top which translates into the rank and file employees having a major impact on the direction of the business. Another major shift has occurred with customers having a say in what products or services are being offered and how they can best be delivered.
Reputation of the enterprise is the other piece of the altered equation. Top executives no longer are the main purveyors of your businesses’ reputations. Employees and customers now play key roles in shaping your businesses’ reputations.
With these changes it is even more critical that your team understands the direction of where the business is going and feels empowered to help get it there. Customers also need to comprehend what you are doing and, more importantly, why you are taking certain actions. Customers must feel they are being heard, especially, about how you are currently meeting their needs and that you will continue to meet them in the future.
The new way to build your reputation is with employees and customers fully engaged.
