On Tuesday, the CEO Club of Marin met in conjunction with the North Bay Leadership Council and Dominican University of California to produce the Business Edge Briefing Breakfast for November 2016. Our featured speaker, Elizabeth Doty, gave a stimulating presentation on “How does a Business keep a Promise.”
Ms. Doty, a graduate of the Harvard Business School and a member of Harvard’s thought leadership community, is an active business consultant in her own practice, entitled Leadership Momentum. The audience was a mix of local business leaders, community leaders, and faculty, staff, and students from Dominican University looking to learn and improve their business acumen.
Elizabeth’s presentation started off with a reminder of the promises that businesses make. Every slogan is a promise! Brands are promises of an experience. Company culture statements are promises. Most companies believe that they keep their promises to customers 80% of the time, while customers would score them at 8% on living out these promises. The type of promises companies make depends on what is going on in the economy, society, product development cycles, etc.
Ms. Doty went on to reveal six challenges companies face in keeping promises, and had the audience complete her survey of the 6 challenges within their own firms. The results revealed that People and Processes & Systems were the top two of the six factors across all companies represented by the audience today.
People challenges include gaining clarity and commitment to the company mission, having managers who support and challenge front-line staff, and listening and learning from front-line employees.
Processes & Systems challenges include creating systems that can be consistently and easily followed, that support the company’s promises, and provide for accountability across internal groups.
The other four challenges include Strategic Clarity, Leadership, Culture, and Measures & Feedback Systems. If you want to learn more about these six challenges, Ms. Doty has graciously agreed to share her presentation with our members who could not join us on Tuesday.
You can review Ms. Doty’s slides below, and follow the links to further your knowledge on the secrets of success in keeping brand promises.
In closing, we’d like to thank Elizabeth Doty, Dominican University’s Business Edge Briefings, and the North Bay Leadership Council for putting together such a great and successful event.
Looking forward to partnering on future events again!
Elizabeth Doty’s Presentation