Leading at a Higher Level: Blanchard on Leadership and Creating High Performing Organizations

Chapter 3. Serving Customers at a Higher Level

Ken Blanchard,Jesse Stoner,Scott Blanchard

The second step in leading at a higher level is to treat your customers right. While everybody seems to know that, few organizations are creating raving fans—devoted customers who want to brag about them. Organizations with legendary service are rare.

Scoring with Your Customers

In Chapter 1, “Is Your Organization High Performing?,” we discussed HPO SCORES; one of the key elements was relentless focus on customer results. In high performing organizations, everyone passionately holds and maintains the highest standards for quality and service from their customers’ perspective. These organizations use the customer experience to evaluate how well they are doing ...