1/30/2012 7:19 AM
Kerry Ranson shares some leadership learning with us...
Kerry Ranson, COO, Expotel Hospitality
"Dear Coach. I was doing some catch up reading and stumbled across this great article in Success Magazine. The article is about Mark Cuban, the owner of the NBA Champion, Dallas Mavericks.
There are several sections in this article that I think send great messaging on branding as well as knowing the consumer. I hope you find it helpful and maybe can use it.
I’ll leave you on a piece from the article that I have sent to all of my hotels,
‘And then Cuban brings the talk back to – yup, you’ve got it – the consumer."If you aren’t a customer of your own business, you are fooling yourself if you think you fully understand that customer’s needs.
"And CEOs have to make sure that their customers know that they are fully responsible for the customer experience. I always want our customers to know that they can come straight to me and I will take personal responsibility for our products or service and the customer experience...
"It’s never (simply) about listening to your customers,” Cuban says. “It’s always about figuring out what they will need but don’t realize it yet.”
This made me also go back to a piece that was in here a while back about the Empty Chair Great piece!"
Thanks, Kerry, for sharing that with us. You can download the article by clicking on this link: click here. And to subscribe yourself or read the magazine online, here's the website: Success Magazine
The IHG Leaders Lounge Coach
PS Whos' The Coach?
Recently voted the '17th Ranked Leadership Guru in The World' (though he thinks that's hilarious, as he never claims to have any answers, only access to good people who do have answers), The Coach is IHG's in-house leadership development 'expert'. The brief we've given him for these regular blog posts is to provide leadership tips and insights that are directly useful for Owners and that help us raise the performance of our hotels.
Do you have a Question for The Coach?