"...execution is a systematic way of exposing reality and acting on it. Most companies don't face reality very well. ...that's the basic reason they cannot execute." - Ram Charan, Execution: The Discipline Of Getting Things Done
"I use to think the that most strategy problems arose from limited or faulty data, or poor analysis of industry and competitors. The most common strategy mistakes come from the many hidden biases embedded in the internal systems, organizational structures and the decision making process." - Michael Porter, American Management Guru and Professor at Harvard Business School
DISTORTION OF REALITY
Distortion of Reality is misinterpreting the world around us regardless if intentional or not - it is centered on fear and manipulation that destroys accountability and trust in the organization and results in a customer experience that is disjointed and falls short in revenue with higher in costs.
"I use to think the that most strategy problems arose from limited or faulty data, or poor analysis of industry and competitors. The most common strategy mistakes come from the many hidden biases embedded in the internal systems, organizational structures and the decision making process." - Michael Porter, American Management Guru and Professor at Harvard Business School
DISTORTION OF REALITY
Distortion of Reality is misinterpreting the world around us regardless if intentional or not - it is centered on fear and manipulation that destroys accountability and trust in the organization and results in a customer experience that is disjointed and falls short in revenue with higher in costs.
Examples of Distortion of Reality:
- 80% of CEO's believe their products are clearly differentiated but only 8% of their customers agree. - Bain and Company
- 75% of technology CEOs stated their company provides above average customer care. 60% of customers surveyed of these companies claim their last encounter was somewhat or extremely upsetting to them. - Accenture Study
- Over 33% of workers claim that barriers put in place by their own organization are preventing them from excelling at work. - Hay Group
- Only 13% of employees feel engaged by their job . - Gallup Global Workplace Study
- 63% of CEOs think building a customer centered organization is one of the top three initiatives for their company yet brand loyalty has dropped 31% and brand trust is down 50% in the last decade. - PricewaterhouseCooper.
- 10-15% of our sales team hit quotas, customer churn is growing and employee turnover is making it difficult from an ROI and growth perspective. - Interviews with 100's of sales leaders and CEOs
- Net promoter score may be the ultimate question but is not helping to drive future revenue and, in many cases, is hurting companies' top and bottom line. - Empirical evidence from a variety of companies
Two common types of Distortion of Reality than can limit the potential of an organization in executing their customer strategies.
- The Distortion of Reality between executives, departments, management, employees and customers. Each group has its own tribal culture and different perspective on the company, their role and the customer. Power needs to enable not inhibit the truth. Companies struggle to find and address the brutal facts of their business to compete and grow. You cannot shape the future unless you are real about the present.
- The Distortion of Reality on goals and targets. Goals and targets are pushed down by people who do not understand the work, lack knowledge of critical activities, are not supported with proper assumptions, have limited data to measure progress and present conflict in the system to the core purpose. Many goals, both short term and long term, are set up to fail from the very beginning and bring anxiety or apathy instead of inspiration and clarity to the organization.