58 • 100 GREAT BUSINESS IDEAS
- Customer service orientation.
- Initiative and sense of urgency.
- Business knowledge and literacy.
- Problem solving.
- Developing associates and valuing their ideas.
- Teamworking skills.
- Two-way communication skills.
- Valuing diversity.
- Empowerment skills.
- Interpersonal skills.
- Change leadership.
- Integrity.
These are grouped into three areas—the three Ps: passion for the
customer, performance leadership, and people adding value.
In practice
- Find opportunities for managers and marketing professionals
to share customer data. HR has data about what motivates and
engages people, while marketing has insights about external
customers’ needs. Develop a process that manages the causal
links between factors. - Blend intuition and common sense with sound statistical
analysis. - Understand the elements of workforce success—what makes
employees productive, effective, and willing to use their initiative