F E AT U R E Customer-Focused Purpose: The True North for Change Orders by Mark Marone and Robert Graves, Dale Carnegie
Key Insights In a rapidly evolving business environment, a customer-centered purpose provides everyone with a true north to enact change orders effortlessly. Customer focus gives people a stable grounding as they navigate toward their objectives, even in the midst of uncertainty and unpredictability. When employees have a shared purpose centered on the customer,
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they’re more engaged and empowered to work together, listen to the customer, advocate for project changes, and take action quickly. When you think about how rapidly the business environment is evolving, the impact of customer demands and expectations is unmistakable. Today’s customers are looking for greater value, new features and more options. They also have higher expectations around the
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social and environmental impact of the products and services they buy. At the same time, the data that’s being captured through interactions between companies and contractors is revealing new insights. Companies are using technology to anticipate necessary changes in the project’s parameters. Many contractors are capturing, at least, the basics when it comes to change orders. “In fact, 72% of respondents
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