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When you focus on results, you will very seldom see a change in your culture. But, if you focus on a customer-centric culture, you will realize long-term results.

Bill Capodagli

Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers.
BILL CAPODAGLI

Media Mouth Years
When values are deeply embedded within an organization, they seldom change.
BILL CAPODAGLI

Embedded Organization Values
Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.
BILL CAPODAGLI

Happen Horrible Minute Service Today
In today’s global economy, innovations and improvements to products and services are not only happening more rapidly than ever before in history, they are being communicated instantaneously. So, it’s “innovate or die”!
BILL CAPODAGLI

Improvement Innovation Today
The key is to make sure you are doing the “right things” before you worry about doing things “right”.
BILL CAPODAGLI

Keys Right Thing Worry
There is an old Indian saying, “When legends die, dreams end. When dreams end, there is no more greatness.” Leaders like Walt Disney inspire their organizations to keep their legends and stories alive.
BILL CAPODAGLI

Dream Greatness Organization
The results of “engaged” companies vs “disengaged” companies are staggering. Getting workers to be more engaging with their coworkers and customers can produce huge results.
BILL CAPODAGLI

Coworker Produce Results
Attitude is the desire to transform our knowledge into skills and ultimately into habits.
BILL CAPODAGLI

Attitude Habits Skills Transformation Ultimately
Vision without execution is like a plane without wings, or Dumbo without ears, it just won’t fly.
BILL CAPODAGLI

Execution Vision Wings
Walt’s major passion was to provide the finest in family entertainment. For the most part, for nearly a century, the Company has stayed true to that legacy, and has set the standard for the entire entertainment industry.
BILL CAPODAGLI

Company Entertainment Entire Finest Standard
Walt Disney said everything he had ever accomplished was a result of Mickey Mouse. Mickey was Walt’s alter ego and he was originally modeled after Charlie Chaplin’s Little Tramp character. So without Chaplin, who knows what Mickey would have become!
BILL CAPODAGLI

Character Ego Littles
The two critical questions to ask are: “Who is my customer?” and “What value am I adding?” Unfortunately, many workers cannot answer these questions. They tend to blindly do things, and develop bad habits of doing things over and over for no good reasons.
BILL CAPODAGLI

Answers Habit Two
Organizational culture begins in HR. This means to hire for attitude and train for skill.
BILL CAPODAGLI

Attitude Mean Skills
Productivity starts with doing the right things.
BILL CAPODAGLI

Doing Productivity Right Thing
An idea becomes great when it becomes tangible.
BILL CAPODAGLI

Become Ideas Tangible
Always look for ways to improve even the “good show.”
BILL CAPODAGLI

Looks Shows Way

When you focus on results, you will very seldom see a change in your culture. But, if you focus on a customer-centric culture, you will realize long-term results.

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When you focus on results, you will very seldom see a change in your culture. But, if you focus on a customer-centric culture, you will realize long-term results.

Related Topics

Popular Authors

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