Reposted from Dan Hesse's LinkedIn series on Executive Leadership and Corporate Responsibility. The following was published May 12, 2016.
The digital world, with its real-time customer feedback, the ability for consumers to share their positive and negative experiences with others, and customers with many competitive choices at their fingertips via their cellphones, even while shopping in a bricks-and-mortar store, make quality and customer satisfaction more important than ever.
But improvement in quality and customer satisfaction can only be accomplished with consistency of priority and strategy as opposed to a constantly-changing agenda and “program of the month.” Chaos is the enemy of improvement.
To learn more about consistency’s transformative role in business and learn why quality costs less, please see this round table discussion in Forbes (Quality Shifts From Measurement To Driver Of Innovation).