Daniel Cable offers an unusual approach to make your company stand out in the eyes of your customers.
If you want your organization to be great, it must not be normal; it must be different enough from the competition to create something noticeably better in the customer’s eyes. When customers interact with great organizations, they notice something special about its products, prices or services that makes them say “wow” and tell other people about their experience. If your workforce is supposed to create or deliver what your customers want, but is just about the same as your competitors’, what exactly will customers notice about you? Nothing. What will make them excited about your organization? Nothing.
Let’s face it: Your workforce must impress customers profoundly if you want to build a great organization. Welcome to the concept of the strange workforce. I use the term strange to mean out of the ordinary, unusual or striking, differing from the normal. A strange workforce creates something customers notice and makes them want to do business with you.
In order to differentiate your business from competi- tors, you have no doubt analyzed many factors that can make your offering superior to theirs. However, have you considered whether your workforce is providing you a competitive advantage? Following are three obvious truths about the workforce: