Like many travelers, I’ve had my share of bad airline experiences. There was a time when I would actually call and complain. Eventually, I learned that because of how airlines have structured their systems and processes, it’s impossible to be heard. As a result, nothing ever changes. So, like many other frequent fliers — one day I just stopped complaining.
What if this were happening in your organization right now? How would you know? Do you have the tools and systems in place that provide you the real voice of your customer or your employees? Who has not been surprised by a phone call or email from an upset customer complaining about something that is valid? Do you ever wonder how long it’s been happening and you’ve been unaware?
I believe we’re at the precipice of big change. All around us – we’re witnessing significant shifts in our society and culture — the most significant being the shift from command and control structures towards inclusive, collaborative ones. Imagine that you’re now able to effectively collect the opinions, ideas and concerns of anyone who comes into contact with your company. No filters, no excuses — just the honest truth. And what if, at the same time — you’re able to gather ideas for solutions AND have your employees volunteer to be part of the implementation of the solution. Impossible?
The following documentary illustrates just how close we are to making collaboration a part of everyone’s reality. Imagine what a better world we’d live in if we listened and collaborated. We’d make what we do better and better everyday. It can work.
When you connect all of your staff, and collect all the ideas you can to solve your organization’s problems — then the organization has the ability to transcend the limitations of the old way and deliver an unprecedented level of value to the customer. It does all this while providing employees and partners with empowering experiences.
By no means do I propose this to be a seamless and easy process. There will be many bumps in the road. But today we have the tools and the technology to make this part of our reality. When we self-organize around common problems and issues that face our businesses, we then create a powerful force – one that can adapt to the chaotic environment we’re now living in.
Us Now from Banyak Films on Vimeo.