In recent weeks we have strongly focused our messaging around “business transformation”. In particular, the need to address the client experience that is being provided in order to transform. So often, leaders regularly talk about getting the right people on board, developing the team and the leadership, having the right product, focusing the business plan, improving execution etc. These are all important dimensions; however, they are not all of it.
The key to business transformation is increasing the level of engagement of both your clients and employees. This is regardless of what business you are in or the nature of the service being provided. In 2009, there was some very compelling Gallup Research supporting this approach. This is illustrated by the graph below and the following key points:
When we interview businesses, so many readily admit they know less than 20% about their client. What would happen if they knew more than 50% about their clients? So, from an implementation perspective we believe it is key to know more about your clients. Then deliver a client centered experience by aligning your products and services to the client and then having employees who are client focused. This transformation in the alignment of your clients, employees and products can be achieved through predictive DNA behavioral insights. This is the fundamental purpose of our DNA Behavior Marketing system and Business DNA programs.