Much of our leadership is given to ensure our customers have the best CX – customer experience – or if you are in the tech industry, the best UX – user experience.
CX and UX. These symbols of experience are some of the core metrics and focuses that organizations hone in on to ensure they are meeting both differentiation and success in delivering the best experience to their external customers.
Yet how many of us are measuring what our internal customers – your staff – are experiencing?
In other words, how many of your employees are having the best LX – Leadership Experience?
While not in vogue as before, the term internal customers is used purposefully here to leverage what LX means.
Leaders are to provide cultures that deliver and serve their external customers a quality experience. However, many of those same leaders fail to give the same level of culture and service to their internal customers, their employees and teams.
That’s where Leadership Experience (LX) emerges. It’s the intersection of the relationship between employees and leaders, and the process of enhancing that working and cultural relationship within the organization.
This is not a new concept, as there are already LX conferences and courses that have been underway for a couple of years. But to better promote functional and synergistic workplaces, attract better talent, and feed the CX and UX experiences for your customers, LX should be at this time more of a core mindset to adopt to your own circumstances.
Just like the customer or user experiences, the leadership experience you generate is not a cookie-cutter plug-and-play process. It’s defined by the behaviors, skills, and relationships that comprise your teams as well as meet the needs, not only for improving morale and performance, but for strengthening a culture that becomes healthy, beneficial to all, and successful in its goals.
A great LX is not just a blanket program or one-size fits all culture. It is made up of the balanced blend of your cultural leadership approach to meet the needs of the organization as a whole as well as being able to meet every individuals’ needs as well. Think of a hotel that has a service culture that meets the needs of their guests but allows for individual needs to be met because of a particular guests schedule, accommodations, accessibility, dietary needs, and so on. Their CX is what each guest perceives it to be. Your LX is what each of your people perceives it to be as well.
We can look around today and see the poor LX that many workplaces have – pro sports teams, businesses, municipal departments, non-profit organizations, and even political organizations. Just a casual perusal of many of these mentioned gives cause to ponder what a great LX can do for any of those organizations. We can all imagine examples of these entities and how they could be transformed with a better leadership experience.
Yet it starts with you and me, where we are, and the sphere we influence in our current roles.
How can you provide the best LX in your world, right now, today?
Let’s ponder what your organization’s LX journey will be, and where it can impact in how others experience your leadership.
Projects that cascade down.
Texts and calls.
Other peoples urgencies overriding yours.
You’re busy and just trying to keep up in a daily survival to accomplish the most basic of tasks. No time to get anything else done.
But did you take any time to learn anything?
Did you learn to think for 2 minutes while driving about how you could have handled a situation better? Take the time to be more self-aware about how you come across?
Do you find time while travelling by plane, car, rideshare to listen to a short podcast, read a quick few pages, peruse an industry article?
Take 120 seconds to let your brain rest before charging into the next meeting? Breathe and feel your energy and calmness restored? Learn that a quick recharge is beneficial to your body and well being?
Can you watch others interact and learn how to better engage others? Or hear what they’re talking about and notice trends in the market or workplace?
The opportunity to learn and be able to bring value to others – and ourselves – is all around us for the taking.
We just need to be aware of it and take just a couple of minutes – not too long – to be attentive to learning and soak it it.
You’ll be amazed at your conversations, your knowledge base and your confidence when you do.
The one thing that prevents a company from growing is, quite simply, the company. In micro, the same can be said for leaders as well.
While a leader’s scorecard is measured in large by the performance of the company, in many instances the leader creates, incidentally but sometimes on purpose, barriers that stunt the growth of their organization.
Whether your company wants fast or more sustainable, long-term growth, creating a balanced synergy over the four P’s of Purpose, People, Process and Product will ensure your organization focuses on the core priorities for growth without getting bogged down or sidetracked.
PURPOSE. Having a defined purpose for why your organization exists and what is proposes to do and become is the core thread for everything else. Your purpose needs to be clearly defined, written out, spoken at every turn, and infused in all system Processes, People development and Products (or services) offered. Defined Purpose keeps all things on track and should be the ultimate measure (above profits, shareholder ROI, or market share) of how your organization is performing.
PEOPLE. Investing in People gives you the best ROI of any dollar you spend; far beyond what equipment and marketing campaigns will ever generate. Instilling your People with a deep sense of your Purpose, training them and giving them the necessary resources – and autonomy – to execute their jobs according to the Purpose keeps them engaged. And their future development will give you an exponential resource to improve Process flow and Product needs as they grow with the organization.
PROCESS. Ensuring all systems, all Processes, align with the execution of your Purpose through your People will keep your company streamlined and primed for any rapid growth opportunities. Processes so aligned will ensure a higher rate of productivity, reduces wasted resources and speeds growth. Profit, while notably absent from these 4 P’s, is merely the by-product of proper Processes that create that bottom line contribution, which should be invested into the organization’s other four P’s.
PRODUCT. Products, and services, must meet the needs of your People (most notably your customers) as defined by your Purpose. Product that defines your Purpose the best will meet that need and create greater demand in filling those needs. Having Product that is aligned will also keep an organization from chasing after products that abandon it’s purpose in an effort to solely grow sales or customer; these product steal resources from other aligned needs and slow down the company’s ability to sustainably grow.
Growth in necessary in every company, but being able to grow strong and quickly when needed requires leaders to make sure everything is lined up and nothing impedes such growth. But more importantly, a leader should make sure that nothing encroaches on the ability of these four P’s to manifest and support each other symbiotically to allow them to grow in harmony.
Know how each focus feeds into each other and ensure your organization monitors their progress in some capacity every day.
(image: pixabay; inforgraphic: paullarue/canva)