Page 150 - How Great Leaders Build Abundant Organizations That Win

HOW DO I BUILD A POSITIVE WORK ENVIRONMENT? (EFFECTIVE WORK CULTURE OR SETTING)

A customer value proposition clarifies what the organi-
zation intends to offer customers and what customers can
expect from the product or service they purchase. Customer
value propositions make explicit whether the customer
should expect excellent service, high quality, technologi-
cal innovation, or low prices. A high-priced restaurant
will receive more complaints than a low-priced restaurant
because its patrons expect better service, ambience, and
food and so are more readily disappointed.
An investor value proposition states why investors can
expect the company to maintain market share, remain prof-
itable, and increase stock price. Some investor value looks
back at financial results; other investor value looks forward
to confidence in the ability to deliver future results. A com-
munity value proposition ensures the reputation of the
organization as a contributor to the common good and a
participant in civic events.
In addition to making value propositions explicit, abun-
dant leaders have clear values statements that refer not only
to ideals but also to actions. Most companies have drafted
some formal statement of their values, but fewer companies
have turned those value statements into leadership behav-
iors, organization practices, and customer expectations. In
abundant organizations leaders’ actions are consistent with
their espoused values, turning internal values into real value
for customers. A number of companies we have worked with
have taken their value statements to their key customers and
asked three questions:

1. Are these the values you would like us to have? By
inviting customers to comment on the values, leaders
make sure they are creating an identity consistent with

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