This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. – Shep Hyken In a previous article I described the difference between customer management and customer leadership. In this article I will explain further about the application of […]
This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. – Shep Hyken
In a previous article I described the difference between customer management and customer leadership. In this article I will explain further about the application of customer leadership and how we can utilize current leadership thinking to take us to the next stage.
In today’s ever competing and very rapidly changing market place the impact of excellent customer service has never been more important. With a global market, the internet of things and virtual purchasing, the world is a very different place.
In modern leadership jargon, a term that is showing up constantly to highlight the fast-paced, changing environment that we now live in is – VUCA.
The term VUCA began in the 1990s and it is derived from an acronym used in the strategic American military academies following the collapse of the Berlin Wall and the demise of the Cold War. It has been subsequently used in emerging ideas in strategic business leadership that apply to a wide range of organizations. As the predictability of the Cold War (known enemy, strength, tactics, etc.) gave way to an unsure and unstable world, this is also reflected in the business world where market fluctuations, economic drivers, and global issues started to emerge. So, business leaders soon caught on to the concept to describe the new emerging world – and the ‘solution strategy’ that accompanies it.
Understanding VUCA Leadership and applying this to your Customer Service Leadership ‘tool-kit’ will help you lead your team in this ever-changing world.
The general descriptors for each letters of the acronym are:
In today’s world these aspects of volatility, uncertainty, complexity and ambiguity are sometimes now seen as the ‘norm’ in the business environment.
To address VUCA, the ‘solution strategy’ is to change the words and address the problem. As an example, you need to change:
Volatility – to – Vision: to do this you need to –
Uncertainty – to – Understanding: to do this you need to –
Complexity – to – Clarity: to do this you need to –
Ambiguity to Agility: to do this you need to –
Applying the ‘solutions strategy’ to VUCA will help you lead your Customer Service team through times of rapid change – which is becoming the norm in everyday business life. By adopting this methodology to enhance your leadership skills you will ensure that you, and your team, will be better equipped to face the challenges of the modern world.
John Smart is a development consultant, running his own consultancy. He has held senior management positions gained in Consultancy, SMEs and FTSE 100 companies, within a diverse array of industries. He is the author of PROUD – Achieving Customer Service Excellence.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
Read Shep’s latest Forbes Article: Bad Customer Service Costs Businesses Billions Of Dollars
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